**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 Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.