Quality Assurance Specialist

4 weeks ago

Quezon City, Philippines Cognizant Full time

Cognizant Quezon City, National Capital Region, Philippines Quality Assurance Specialist The Quality Specialist (QS) is responsible for assessing the quality of the performance of our service associates who deal with customers. The QS will review multiple-channels interactions pertaining to Support Services for problem identification, accuracy of solution provided, adherence to process and compliance regulation, appropriateness of communication style. Key Responsibilities Assess and review the quality of service associate performance across multiple channels for problem identification, accuracy of solution, adherence to process, compliance regulation, and appropriate communication style. Recommend improvements to the quality framework, processes, policies, and procedures. Participate in internal calibration and client calibration sessions to understand knowledge and process opportunities. Provide initial findings and investigations for re-open/escalation, break down the problem, drill root cause, recommend improvements, and help prevent future occurrences. Job Requirements Excellent written and oral communication skills with the ability to formulate structured communications in a complex environment. Able to adapt quickly to changes in workflows. Willing to work on shifting schedules. Internal applicants must have manager approval and a high performance record. Recommend improvements to the quality framework, processes, policies, and procedures. Participate in internal calibration and client calibration sessions focusing on understanding knowledge and process opportunities. Provide initial findings and investigations of re-open/escalation, break down the problem, drill root cause, recommend do improvements, and help prevent future occurrences. Able to pass on knowledge via meaningful side-by-side or coaching session or group knowledge correction session. Acts as back-up SME if dedicated SME is not available. Nice to Have Skills Working knowledge in using spreadsheets / excel. Applicants must be willing to work onsite in Quezon City (C5), Giga Tower. Applicants must be willing to work in any shift schedule including weekends, and holidays (if necessary). Qualifications At least 2 years experience as Quality Evaluator for multiple support technical channels (email, phone, chat). 3+ years experience handling customers within a call center environment and maintaining the highest levels of customer satisfaction. Preferred Experience in Customer Service and Technical Troubleshooting support for Financial and payment gateway platforms. Seniority level Associate Employment type Full-time Job function Quality Assurance, Customer Service, and Administrative #J-18808-Ljbffr

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