Full Description

Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients’ toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Key Responsibilities

• · Listen to assigned recorded agent calls and assess adherence to the client’s rubric.
• · Measure team-wide adherence to Client processes and calibration standards.
• · Review all case notes to ensure proper protocol was followed during phone calls/chats.
• · Assist in identifying calls for leadership review and scoring.
• · Maintain process knowledge by handling frontline phone calls.
• · Identify trends in low-scoring interactions.
• · Distribute weekly, monthly, and yearly reporting of quality metrics to the leadership team.
• · Provide support to leadership in preparing weekly business review decks.
• · Test incoming and outgoing contact scripts for quality conformance and recommend improvements.
• · Provide written scorecards to associates and leadership.
• · Contribute to quality assurance standards and company processes for all contact scripts.
• · Analyze and investigate product complaints as requested, ensuring closure aligns with company guidelines and regulatory requirements.
• · Maintain and analyze problem logs to identify and report recurring issues to management and product development.
• · Assist with testing software, systems, and workflows for errors before and during deployment, reporting findings in writing to the leadership team.
• · Assist with creating reports documenting workarounds or resolutions for software or hardware fixes.
• · Offer recommendations to improve existing products by sharing client and customer input.

Required Skills/Qualifications

• · Proficient in both English and Spanish language
• · College graduate, or completed at least two years of college education
• · Minimum of one year of solid experience in a similar role
• · Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).
• · Knowledge of quality assurance terminology, methods, and tools.
• · Analytical, problem-solving, and decision-making skills.
• · Demonstrated knowledge of testing best practices, version control practices, and defect management practice.
• · In-depth understanding of industry standards and company policies.
• · Good customer focus.
• · Sharp attention to detail.
• · Strong analytical and problem-solving skills.
• · Meticulous and diligent attributes regarding working knowledge of products and processes.
• · Great team player with the ability to work with minimal supervision.
• · Able to sit, stand, and walk around for long hours at a time.

Additional Qualifications

• · Strong problem-solving skills and excellent attention to detail.
• · Effective interpersonal skills (verbal and written).
• · Flexible and adaptable to changing business environments, promoting change and its positives related to growth.
• · Ability to remain calm and courteous under pressure, navigate tense situations, and maintain confidentiality.

Why Join Us? Competitive Salary & Benefits – Earn well while enjoying great perks Career Growth – Clear paths for promotions and skill development Supportive Work Environment – Join a team that values you Comprehensive Training – No experience? No problem! We’ve got you covered Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step? Apply today!