Process Specialist This position is hybrid. Job Summary We are seeking a Process Specialist for our Customer Experience team. The ideal candidate will have 0-2 years of experience with technical expertise in Unified Service Desk and domain knowledge in Customer Experience Offerings Customer Experience and Store Operations. Responsibilities * Manage single large process/multiple small processes under a large process. * Handle supervisor calls or escalation calls * Responsible for performing quality checks on the calls taken by the team * Handle escalated calls for Level 1 support and handle Level 2 support and act as a queue manager to ensure that the team attends to calls in a timely manner as per the metrics defined. * Responsible to interact with customers (internal / external) to meet process deliverables * Serve all client business divisions with the client-side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page re-directs with customize animation and image galleries etc. * Stakeholder management with different clients and end-users * Raise process related issues on timely manner as well as resolve process related queries and expedite on data requests * Record data relating to production statistics, end-user related notes, etc as appropriate * Contribute towards creation of knowledge updates & stay updated with process knowledge / changes * Perform root cause analysis on the errors made by the team members * Identify new business opportunities and ideas for process improvement and productivity Qualifications * Bachelor's Degree in a related field or equivalent practical experience. * Minimum 1 year experience in customer service The Cognizant community: We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive. * Cognizant is a global community with more than 300,000 associates around the world. * We don't just dream of a better way - we make it happen. * We take care of our people, clients, company, communities and climate by doing what's right. * We foster an innovative environment where you can build the career path that's right for you. About us: Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. Disclaimer: Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.