Quality Assurance Specialist I Dumaguete Site

Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients’ toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Responsibilities:

• Performs random audit based on the agreed sampling to gauge quality performance and overall process adherence
• Closely monitors the call quality and communication skills of the production agents and determine the need for special communication or soft-skills training
• Provides immediate and constructive feedback observed in quality performance
• Maintains a high level of production and process knowledge
• Fast and flexible in meeting goal/ adjusted goals in terms of audits
• Work closely with TLs on their production agents’ performance in terms of quality
• Attends and participates in Internal and External calibration
• Escalates issues or any situation that could adversely impact the quality of service provided to the reporting manager
• Conducts weekly huddles/meetings with production or nesting agents to discuss gaps and trends
• Develops action plans to address identified trends and resolve issues to better improve processes and procedures in a timely manner
• Establishes a good working relationship with the team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.
• Endorses and tracks completion of Corrective Actions
• Validates errors captured by External QAs and send disputes, if applicable
• Assisting Special Projects and performing other duties as assigned

Qualifications

• A minimum of 1 year experience in customer service voice account required, CSR for a Retail account is preferred.
• Preferably residing within location. Nearby provinces are also welcome to apply
• Can perform random audit based on the agreed sampling to gauge quality performance and overall process adherence
• Closely monitors the call quality and communication skills of the production agents and determine the need for special communication or soft-skills training
• Provides immediate and constructive feedback observed in quality performance
• Develops action plans to address identified trends and resolve issues to better improve processes and procedures in a timely manner
• Endorses and tracks completion of Corrective Actions
• Validates errors captured by External QAs and send disputes, if applicable

Why Joining Us?

• Competitive Salary & Benefits – Earn well while enjoying great perks
• Career Growth – Clear paths for promotions and skill development
• Supportive Work Environment – Join a team that values you
• Exciting Opportunities – Be part of a dynamic and growing industry
• Ready to take the next step? Apply today!

Ready to take the next step? Apply today!

How to Apply?

• Kindly complete all the questions, steps, and assessments online. Once done, you will receive an email invitation for virtual job fair.