Team Manager – Transactional Quality Lead
* In-Office- Mesa, AZ *
Cognizant is seeking a results-driven Team Manager – Transactional Quality Lead to own and elevate the quality function for the Waymo Rider Support program in Mesa, Arizona. Waymo's fully autonomous ride-hailing service sets an exceptionally high bar for customer experience — every rider interaction must be accurate, empathetic, and consistent with Waymo's brand standards.
In this role you will lead a team of Quality Analysts and take end-to-end accountability for transaction monitoring, quality scoring, calibration, and actionable insights that drive measurable improvements in Customer Satisfaction (CSAT), interaction quality, and Average Handle Time (AHT). You will serve as the quality conscience of the program, partnering closely with Operations, Training, the client (Waymo), and offshore teams to build a robust, data-driven quality assurance function that continuously raises the bar.
KEY RESPONSIBILITIES
1. Quality Leadership & Team Management
▸ Lead, coach, mentor, and develop a team of Quality Analysts; set clear performance goals, conduct reviews, and build individual development plans.
▸ Define and manage the QA team's capacity, scheduling, and audit targets to ensure adequate coverage across all queues, channels, and agent cohorts.
▸ Run regular calibration sessions with QA team members, operations supervisors, and the client to ensure consistent scoring and shared quality standards.
▸ Foster a culture of quality ownership, accountability, and continuous improvement across the entire program floor.
2. Transaction Monitoring & Quality Auditing
▸ Own the end-to-end transaction monitoring process — define sampling methodology, audit frequency, and coverage targets across voice, chat, email, and other contact channels.
▸ Ensure QA audits are conducted against approved quality frameworks (scorecards, rubrics) aligned to Waymo's brand standards and CX expectations.
▸ Monitor and evaluate agent interactions for accuracy, empathy, compliance, first-contact resolution, and adherence to policies and scripts.
▸ Identify error patterns, knowledge gaps, and behavioural trends at agent, team, and program levels; translate findings into targeted action plans.
▸ Conduct deep-dive audits and targeted monitoring campaigns during new process rollouts, product changes, or after quality dips.
3. Client SLAs, KPIs & Quality Performance
▸ Own quality-related client SLAs and KPIs — Customer Satisfaction (CSAT), Quality Score, Average Handle Time (AHT), and First Contact Resolution (FCR).
▸ Track and report quality metrics at agent, team, and program levels; proactively flag risks and present corrective action plans before SLAs are breached.
▸ Correlate quality audit findings with CSAT, NPS, and other downstream CX metrics to establish a clear linkage between interaction quality and customer outcomes.
▸ Present quality performance, insights, and improvement roadmaps in client Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR).
4. Scorecard Design & Quality Framework Governance
▸ Design, develop, and maintain quality scorecards, evaluation rubrics, and QA playbooks aligned to program and client objectives.
▸ Continuously review and refine quality parameters to reflect evolving Waymo product features, policies, and rider-experience standards.
▸ Govern the integrity of the quality framework — ensure scorecards are fair, objective, unambiguous, and consistently applied across all auditors.
▸ Manage the QA dispute and appeals process; resolve scoring disagreements fairly and document outcomes to improve calibration.
5. Feedback, Coaching & Performance Partnership
▸ Establish structured feedback loops between Quality and Operations, ensuring timely, actionable audit findings reach agents and supervisors.
▸ Partner with Team Managers and frontline supervisors to develop targeted coaching plans based on QA findings at the individual agent level.
▸ Deliver group and one-on-one feedback sessions; coach supervisors on quality-based performance conversations and corrective action.
▸ Identify top performers and best-practice interactions; package and share these as positive learning examples across the program.
6. Training Partnership & Knowledge Gap Closure
▸ Act as the primary quality intelligence feed for the Training function — provide regular Training Needs Analysis (TNA) inputs based on audit findings.
▸ Collaborate with the Training Lead to design and deploy targeted refresher, remediation, and up-skilling programmes driven by quality data.
▸ Review and validate new-hire training content and assessments for quality accuracy, completeness, and alignment with live program standards.
▸ Monitor post-training quality performance at 30/60/90-day milestones to measure training effectiveness and close residual gaps.
7. Continuous Improvement & Root Cause Analysis
▸ Lead structured root-cause analysis (RCA) on recurring quality defects, CSAT misses, and compliance breaches; implement sustainable corrective and preventive actions.
▸ Drive continuous-improvement initiatives using Lean / Six Sigma or equivalent methodologies to reduce error rates, improve AHT, and enhance CX.
▸ Champion Voice of the Customer (VoC) analysis — synthesize rider feedback, complaints, and sentiment data to identify systemic CX improvement opportunities.
▸ Conduct regular process audits and compliance checks to ensure adherence to SOPs, regulatory requirements, and client-mandated policies.
8. Client & Offshore Collaboration
▸ Collaborate closely with Waymo stakeholders to align on quality standards, scorecard evolution, calibration practices, and program improvement priorities.
▸ Partner with Cognizant's offshore quality teams to harmonize auditing standards, calibration scores, and quality reporting globally.
▸ Represent the quality function in client governance forums and serve as the subject-matter expert for all QA-related discussions.
▸ Champion quality best practices and knowledge sharing across Cognizant's delivery network.
9. Reporting, Analytics & QA Technology
▸ Build and maintain quality dashboards, scorecards, and MIS/reporting for leadership, operations, and the client — providing clear, actionable visibility into quality health.
▸ Leverage QA tools, speech/text analytics, and interaction recording platforms to scale monitoring coverage and surface insights faster.
▸ Administer quality management systems and continuously optimize tool configurations to improve auditor productivity and reporting accuracy.
▸ Support budget planning for QA resources, technology, and tooling.
KEY SUCCESS METRICS
Quality Score | Transaction audit scores vs. client SLA target |
CSAT | Customer satisfaction scores vs. client benchmark |
Average Handle Time | AHT performance vs. client target |
First Contact Resolution | FCR rate vs. program target |
Audit Coverage | Transactions monitored per period vs. target volume |
Calibration Variance | Inter-rater reliability / calibration score consistency |
Error Rate / Fatal Rate | Fatal & non-fatal defect rates vs. threshold |
RCA & CAP Closure | Corrective action plan completion rate & on-time closure |
Coaching Effectiveness | Agent quality improvement post-feedback cycle |
REQUIRED QUALIFICATIONS & EXPERIENCE
▸ 5+ years of experience in Transactional Quality / QA within a BPO, contact center, or customer support environment, including 2+ years leading or managing a QA team.
▸ Deep expertise in transaction monitoring, scorecard design, calibration, and quality framework governance.
▸ Strong command of contact-center metrics — CSAT, Quality Score, AHT, FCR — and the ability to link quality findings to business and CX outcomes.
▸ Proven track record of driving measurable quality improvements through data-driven RCA, coaching, and corrective action.
▸ Demonstrated people-leadership, coaching, and feedback delivery skills in a fast-paced environment.
▸ Experience collaborating with clients, operations, training, and offshore/global teams.
▸ Strong analytical, data interpretation, and stakeholder-management capabilities.
▸ Proficiency with QA management systems, interaction recording/analytics platforms, and standard reporting tools.
PREFERRED QUALIFICATIONS
Bilingual in English & Spanish (verbal and written) is a strong added advantage for supporting a diverse rider and agent base across the Phoenix Metro area.
▸ Six Sigma Green Belt or Black Belt, or equivalent process excellence certification.
▸ Experience with speech analytics, text analytics, or AI-assisted QA tools (e.g., Verint, NICE, Observe.AI, Qualtrics).
▸ Experience in rideshare, mobility, technology, or high-growth / start-up-paced support environments.
▸ Familiarity with COPC, ISO quality standards, or other contact-center quality frameworks.
▸ Working knowledge of Voice of the Customer (VoC) methodologies and NPS/CSAT analytics.
CORE COMPETENCIES
Quality Auditing & Calibration | ata Analysis & Reporting | Client & Stakeholder Management |
Root Cause Analysis | Continuous Improvement | Coaching & Feedback Delivery |
EDUCATION
Bachelor's degree in a relevant field (Business, Communications, Quality Management, HR, or related), or an equivalent combination of education and professional experience.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
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Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
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