Deskripsi Pekerjaan
Are you a fluent Spanish speaker looking to accelerate your career with a global technology powerhouse? Cognizant is seeking a detail-oriented Spanish Bilingual Quality Assurance Associate to join our dynamic team in Taguig City. In this role, you will be the backbone of our operational excellence, ensuring that our customer interactions meet the highest standards of quality and efficiency.
As part of Cognizant, you will work in a fast-paced environment where innovation is the norm. We pride ourselves on delivering top-tier solutions to global clients, and your linguistic expertise and analytical mindset will be instrumental in maintaining our reputation for service excellence. If you are passionate about process improvement, data integrity, and fostering exceptional customer experiences, we want to hear from you.
Tanggung Jawab
- Evaluate and monitor customer service interactions (calls, emails, chats) to ensure compliance with quality standards.
- Provide actionable coaching and constructive feedback to agents to improve performance and customer satisfaction.
- Analyze quality trends and identify root causes for service gaps or operational inefficiencies.
- Ensure strict adherence to company policies, data privacy regulations, and specific client requirements.
- Conduct deep-dive audits on workflows to suggest process improvements that enhance efficiency.
- Collaborate with operations leadership to align quality goals with broader business objectives.
- Maintain accurate records of quality evaluations and contribute to weekly performance reports.
Kualifikasi
- Must be fluent in both Spanish and English (written and verbal communication).
- At least 1-2 years of experience in a Quality Assurance or Analyst role within a BPO/Call Center environment.
- Strong analytical skills with the ability to interpret data and identify actionable insights.
- Exceptional attention to detail and a commitment to maintaining high-quality standards.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and quality monitoring tools.
- Ability to thrive in a multicultural and fast-paced professional environment.
- Excellent interpersonal skills with the ability to deliver constructive feedback effectively.