Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for excellence? Join Cognizant, a global powerhouse serving diverse industries with innovative solutions. We are seeking a dedicated Spanish Bilingual Quality Assurance Associate to join our dynamic team in Taguig City. In this pivotal role, you will ensure the highest standards of service delivery by monitoring, evaluating, and improving the quality of customer interactions.
You will play a key part in maintaining our client's reputation by analyzing performance metrics, identifying trends, and driving process improvements. If you are fluent in Spanish and English and have a knack for problem-solving, this is an excellent opportunity to advance your career in a world-class organization.
Tanggung Jawab
- Monitor and evaluate calls, emails, and chat interactions to ensure compliance with company policies and quality standards.
- Provide constructive feedback and coaching to agents to enhance performance and customer satisfaction.
- Identify process gaps and recommend actionable solutions for operational efficiency.
- Conduct regular quality audits and generate comprehensive reports for management.
- Collaborate with training and operations teams to support agent development and skill building.
- Stay updated on industry best practices and assist in the development of QA guidelines.
Kualifikasi
- Native or fluent proficiency in both Spanish and English (verifiable).
- Bachelor’s degree or equivalent work experience in a customer service or call center environment.
- Strong attention to detail and analytical skills with the ability to interpret data.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to work in a fast-paced, target-driven environment.