SME – CHD & Troubleshooting | Hybrid | Quality Analyst & Tech Support Expert | Hyderabad, India
Job Description
Summary
Join Cognizant as an experienced SME – CHD & Troubleshooting Specialist and play a key role in enhancing service delivery through auditing, mentoring, and quality improvement in customer support operations. This full-time hybrid opportunity in Hyderabad offers day shifts and the chance to work within the ISV and Hi-Tech domains, focusing on performance monitoring, error reduction, and continuous process improvement. Ideal for professionals with excellent communication, analytical thinking, and troubleshooting skills.
Job Details at a Glance
| Job Title | SME – CHD & Troubleshooting Specialist |
|---|---|
| Location | Hyderabad, India |
| Employment Type | Full-Time |
| Work Model | Hybrid |
| Shift | Day Shift |
| Experience Level | Mid-Level (Recommended 3–6 years) |
| Key Domains | ISV, Hi-Tech, Quality Assurance, Customer Service |
| Tools & Metrics | QA Checklists, DPU/DPO Metrics, Coaching Frameworks |
| Job Category | Technology & Engineering |
| Job Number | 00064901987 |
| Travel Required | No |
| Posted On | August 28, 2025 |
Key Responsibilities
- Conduct detailed quality audits on agent interactions using predefined QA checklists
- Score transactions using metrics like DPO (Defects per Opportunity) and DPU (Defects per Unit)
- Mentor and coach associates to drive performance improvements and reduce operational errors
- Analyze behavioral and technical performance data to identify training needs and skill gaps
- Conduct QA induction and awareness sessions for new hires and low performers
- Collaborate with team leads to implement improvement strategies across the support team
- Handle up to 80% phone support if required, based on business volume
- Take ownership of escalations and issue resolution, ensuring high-quality service delivery
- Identify trends and provide proactive solutions to improve system efficiency and client satisfaction
Required Skills
- Strong verbal and written English communication skills
- Sharp attention to detail with an analytical mindset
- Effective conflict resolution and feedback delivery capabilities
- Proficiency in performance monitoring tools and QA scoring systems
- Passion for mentoring and improving team productivity
- Ability to work independently and collaboratively in a hybrid environment
Preferred Qualifications
- Prior experience in ISV or Hi-Tech domains
- Background in customer service QA, technical troubleshooting, or contact center operations
- Familiarity with QA metrics, reporting tools, and coaching models
Why Join Cognizant?
- Work at a Fortune 500 global leader in digital services and IT consulting
- Be part of an inclusive, diverse, and high-performing workplace culture
- Enjoy a flexible hybrid work model promoting work-life balance
- Get access to career development resources, mentorship, and global exposure
- Collaborate with professionals dedicated to client success, innovation, and sustainability
About Cognizant
Cognizant (NASDAQ-100 member and one of Forbes’ “World’s Best Employers 2024”) is a global leader in transforming clients’ business, operating, and technology models for the digital era. With over 300,000 associates worldwide, we empower companies to stay competitive, agile, and future-ready. Learn more at www.cognizant.com.
Apply Now
Take the next step in your career as an SME – CHD & Troubleshooting Specialist.
👉 Apply directly on Cognizant’s careers page to join a global team committed to excellence and innovation.