Sme - Process Specialist

2-4 years

Not Disclosed

Plano

10 Nov. 26, 2024

Job Description

Job Type: Full Time Remote Education: B.Sc./M.Sc./B.Pharm/M.Pharm/Life science Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, CPC Certified, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Job Title: Quality Associate Trainer
Location: [Insert location]

Company: Cognizant Technology Solutions

About Us:

Cognizant is a global leader in professional services, helping clients transform their business, technology, and operational models for the digital era. As a member of the NASDAQ-100 and ranked 195th on the Fortune 500, we are one of the most admired companies in the world. We take pride in helping our clients build and run more efficient and innovative businesses through our consultative, industry-based approach.

Role Overview:

We are looking for a Quality Associate Trainer who will play a key role in ensuring the quality of our customer care contact center programs. This role involves training, coaching, and mentoring agents, as well as maintaining quality control standards for customer-facing operations. The ideal candidate will have experience in training and quality assurance in contact centers, with a focus on improving team performance and delivering high-quality service.

Key Responsibilities:

Author Quality Control Plan (QCP): Develop and document a QCP for engagements in accordance with Natera's framework.
Define and track quality metrics: Identify, collect, and analyze data to prepare quality reports, monitor trends, and identify training needs.
Training & Mentoring: Deliver training sessions on call handling, customer service skills, and program knowledge. Mentor new agents and provide ongoing support to improve performance.
Quality Evaluation: Design and review quality evaluation forms to ensure they align with business needs.
Calibration Sessions: Facilitate internal and external calibration sessions to maintain consistency in quality evaluation.
Process Improvement: Analyze quality-related data and recommend process improvements to enhance performance.
Training Records Management: Track and maintain attendance and performance records for agents in training.
Collaboration: Act as a subject matter expert (SME), providing guidance on program knowledge, processes, and best practices.
Compliance: Ensure compliance with Cognizant’s training processes, including OJT, mentoring, trainer certification, and updates to GTP and SOP.

Required Qualifications:

Education: High school graduate with experience in customer or patient-facing roles. An undergraduate degree or certification is a plus.
Experience:
- At least 2+ years of experience in providing training and quality support in a customer care contact center environment.
- Experience with Good Clinical Practices (GCP) is preferred.
- Knowledge of medical billing is a plus.
Skills:
- Excellent communication (oral and written) and presentation skills.
- Multilingual skills (e.g., Spanish) are a strong advantage.
- Proficiency with Microsoft Office and Google Suite (Gmail, Docs, Sheets, etc.).
- Strong problem-solving and analytical abilities to identify training gaps and process inefficiencies.

Preferred Qualifications:

Experience in clinical or healthcare-related environments is a plus.
Previous experience in a quality assurance role and familiarity with training in a call center environment.

Benefits:

Cognizant offers a comprehensive benefits package, which includes:

Medical/Dental/Vision/Life Insurance
Paid holidays and Paid Time Off (PTO)
401(k) plan with contributions
Long-term and Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan

Diversity and Inclusion:

Cognizant is committed to diversity and inclusion, valuing a workforce that reflects a wide range of perspectives and experiences. We embrace equity and create an inclusive environment where everyone can thrive. Our commitment is to ensure that every applicant is considered fairly and that your candidacy is not influenced by race, color, sex, religion, gender identity, disability, or any other protected characteristic.

Work Authorization:

Must be legally authorized to work in the United States without requiring employer sponsorship, now or at any time in the future.

About Cognizant:

At Cognizant, we are driven by the desire to transform organizations and foster innovation. We help clients build new business models, design cutting-edge strategies, and execute digital solutions. With over 350,000 associates globally, we are a community that celebrates passion, collaboration, and creating meaningful change.

If you're ready to make an impact and grow your career in an exciting, dynamic industry, we encourage you to apply for this Quality Associate Trainer position!

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