Title: QA – Content Moderator - English Language proficiency
Location: Kuala Lumpur, Malaysia (Onsite)
Day to Day Responsibilities:
Works closely with SDMs/Quality Assurance Leaders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow
As new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the team’s current work.
Delivers “on spot” training to auditors on new or changing Content Policies as well as “refresher” trainings on existing Content Policy
Audits decision accuracy and actively reviews decision accuracy audits to ensure consistency and alignment with internal standards and policies
Manage investigations of escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
Mentors’ agents on the use of quality tools and systems
Develops processing documentation and aggregates feedback about the functionality of quality tools.
Language: Japanese
Experience: Minimum of 3 years relevant work experience (corporate, BPO or contact center CS)
Minimum 1 year of experience within an audit or quality environment performing quality auditing, control and analysis.
Soft skills:
Able to adapt quickly to changes in workflows, such as updates in policies and guidelines
Excellent organizational skills and detail-oriented approach to problem solving
Excellent communication (verbal and written), including the ability to clearly communicate in a dynamic environment across all levels
Able to prioritize and manage tasks efficiently
Understanding of business processes and improvement methods
Understanding of departmental policies and procedures
Technical Skills:
Strong proficiency using Google products, including Gmail, Calendar or Google Drive
Experience with confidential information collection and management (preferable)
Strong Microsoft Excel knowledge (PivotTable, charts, statistical functions)
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Disclaimer: Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.