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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
