Deskripsi Pekerjaan
Cognizant is a global powerhouse, serving diverse industries with innovative solutions delivered through our specialized practice areas. We are currently looking for a highly motivated Spanish Bilingual Quality Assurance Associate to join our growing team in Taguig City. As a key member of our Quality Assurance department, you will be responsible for ensuring that our customer service interactions meet the highest standards of excellence.
In this role, you will evaluate performance data, monitor calls and written communications, and provide actionable feedback to support our agents' professional growth. Your expertise in both Spanish and English will be vital in maintaining our global service standards. We are committed to fostering a collaborative environment where your analytical skills and attention to detail can thrive. If you are ready to make a significant impact in a world-class organization, we want to hear from you.
Tanggung Jawab
- Monitor and evaluate inbound and outbound customer interactions to ensure compliance with quality standards and scripts.
- Provide constructive, specific, and actionable feedback to Quality Assurance Specialists and customer service agents.
- Identify trends in performance data and recommend process improvements to enhance the overall customer experience.
- Conduct coaching sessions and training to upskill the team on communication, problem-solving, and product knowledge.
- Maintain accurate and up-to-date documentation of QA scores, metrics, and performance reports.
- Collaborate with management to develop and implement quality assurance strategies and best practices.
- Analyze customer feedback and complaints to identify root causes and recommend systemic changes.
Kualifikasi
- Bachelor's degree in any field is preferred; high school diploma with significant relevant experience may be considered.
- Fluent in both Spanish and English (verbal and written communication skills are essential).
- Proven experience in Quality Assurance, Customer Service, or Call Center operations.
- Strong analytical skills with the ability to interpret data and identify areas for improvement.
- Excellent attention to detail and a commitment to delivering high-quality work.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) is required.
- Ability to work in a fast-paced, deadline-driven environment.