As a Quality Analyst, you will make an impact by driving service excellence through the evaluation of customer interactions, identification of improvement opportunities, and reinforcement of quality standards. You will actively contribute to defining, adapting, and strengthening quality processes while supporting agents, Team Leaders, and Subject Matter Experts through coaching and continuous feedback.
You will be a valued member of the Brazil IOA CX Multi Channel Helpdesk Team, partnering closely with Operations, Workforce Management (WFM), Training, and Client stakeholders to support continuous improvement initiatives and deliver an exceptional customer experience.
Availability to work occasional weekends.
In this role, you will
- Partner closely with SMEs, Team Leaders, Trainers, and Agents to ensure high-quality customer support aligned with quality standards and performance targets.
- Monitor, evaluate, and analyze customer interactions across supported channels to ensure adherence to quality guidelines and client expectations.
- Deliver regular, structured, and actionable quality feedback to Customer Service Representatives (CSRs), promoting continuous improvement.
- Identify quality gaps and proactively contribute to the creation, enhancement, and maintenance of Quality Guidelines and best practices.
- Act as floor support with a quality focus, providing real-time guidance to agents when necessary.
- Collaborate with Floor Support, Trainers, and Team Leaders to identify recurring issues and contribute to training content, refreshers, and onboarding materials.
- Participate in calibration sessions to ensure consistency and alignment in quality evaluations.
- Ensure compliance with global quality standards and customer service expectations.
- Track, analyze, and report quality trends, risks, and improvement opportunities to leadership teams.
- Support continuous improvement initiatives aimed at enhancing customer satisfaction and operational performance.
Work model: onsite
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo, SP.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- Experience in customer support, customer service, contact center, or BPO environments.
- Strong understanding of Quality Assurance methodologies, quality frameworks, and performance metrics.
- Excellent verbal and written communication skills in Portuguese and English.
- Strong analytical and problem-solving skills, with the ability to identify trends and recommend improvements.
- Ability to quickly learn new products, processes, tools, and quality standards in a fast-paced environment.
- Experience working with operational KPIs and performance indicators.
Operational Metrics Knowledge
- Service Level (SL)
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Scores
- Schedule Adherence
- Shrinkage
- Absenteeism
- Abandonment Rate
- Productivity
- Utilization
These will help you stand out
- Previous experience in a Quality Assurance, Quality Analyst, Quality Coach, or similar role within customer support operations.
- Proven experience conducting coaching sessions, providing performance feedback, and facilitating quality calibrations.
- Ability to influence and communicate effectively across multiple stakeholders, including Operations, Training, Quality, and Leadership teams.
- Strong documentation skills, with the ability to translate complex issues into clear and actionable guidance.
Experience supporting quality improvement initiatives in dynamic and evolving operational environments.
Please, upload your resume in English.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
