Quality Analyst - JR

As a Quality Analyst, you will make an impact by ensuring the highest quality standards are consistently met across customer interactions and campaign optimization activities. You will play a critical role in driving quality excellence through audits, coaching, reporting, and continuous improvement initiatives.

In addition, you will be responsible for developing and documenting processes that support the effective use of AI tools within quality management operations, leveraging data-driven insights to identify root causes of quality issues and implement innovative solutions.

You will be a valued member of the team, partnering closely with Operations, Training, Team Leads, and stakeholders to foster a culture of quality and performance excellence.

In this role, you will

• Conduct a high volume of quality audits to ensure adherence to company policies, procedures, and quality standards.
• Work independently across a broad range of quality assurance activities and operational requirements.
• Interpret and implement quality assurance standards and evaluation frameworks.
• Provide detailed, actionable, and constructive feedback to team members and managers, identifying strengths and development opportunities.
• Identify trends in quality performance and collaborate with Trainers and Team Leads to create targeted improvement plans.
• Prepare, analyze, and present quality reports, highlighting key metrics, insights, risks, and recommendations.
• Monitor agent performance trends and score fluctuations, with particular attention to performance outliers.
• Partner with Training teams to identify site-level and agent-level improvement opportunities and support the development of training solutions.
• Deliver quality-related training sessions and refreshers to reinforce quality guidelines and operational best practices.
• Participate in calibration sessions to ensure consistency, fairness, and alignment in quality evaluations.
• Utilize AI-powered tools to analyze large volumes of data, identify root causes of quality issues, and develop scalable solutions to improve quality outcomes.
• Support continuous improvement initiatives aimed at enhancing customer experience, operational efficiency, and overall quality 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

• Excellent written and verbal communication skills in Portuguese.
• Intermediate to advanced English proficiency.
• Experience in a Quality Assurance, Auditing, Quality Analyst, or similar role, preferably within sales, customer service, customer support, or contact center environments.
• Strong understanding of quality assurance standards, methodologies, and continuous improvement practices.
• Demonstrated ability to analyze quality results, create reports, and recommend actionable improvements.
• Strong analytical and critical thinking skills.
• Exceptional attention to detail, with the ability to perform a high volume of work accurately and consistently.
• Strong coaching and feedback delivery skills, with the ability to communicate professionally and effectively.
• Proven ability to meet or exceed KPIs related to quality assurance and performance management.
• Strong track record of quality-focused customer engagement.
• Reliability, accountability, and a strong work ethic.
• Knowledge of digital marketing and online advertising principles.
• Ability to communicate effectively in business environments and collaborate across diverse teams.
• Experience working or training within cross-cultural environments.
• Bachelor's degree preferred.

These will help you stand out

• Experience in sales coaching, sales management, or quality assurance within digital advertising or sales operations.
• Ability to create, document, and implement new processes and quality frameworks.
• Experience integrating AI and automation tools into operational and quality management processes.
• Digital Marketing Certification.
• Google Ads knowledge or hands-on experience.
• Google Ads Certification.
• Proficiency with quality management platforms, CRM systems, and reporting tools.
• Experience identifying trends and translating findings into operational and training recommendations.

• Ability to influence stakeholders and drive process improvement initiatives.

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.