Cognizant is a Large IT Consulting Firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire additional Teams Leads. This role is On Site, and all candidates must reside in the United States.
Job Summary:
The Quality Assurance (QA) specialist is responsible for monitoring customer contacts to evaluate associate performance in key areas including professionalism, empathy, effectiveness, and overall customer interaction. The role also involves assessing adherence to customer service standards, company policies, and procedural guidelines. Feedback is provided in both written and verbal formats to team leaders and management. This position may require real-time monitoring of agent interactions, side-by-side coaching, and post-contact evaluations to support continuous improvement and performance development.
Responsibilities
Quality Assurance & Labeling
Perform expert labeling in CrowdCompute for BH, RMPCI, and Nice workflows
Conduct QC of triage team labels: prepare events for review, conduct event reviews, and create relabeling sheets
Review event notes to ensure adherence to protocol and support triage leaders with QC workflows and policy questions
Measure and report team-wide adherence to client processes, calibration standards, and labeling accuracy
Review associate interactions and provide written scorecards aligned with client rubrics
Identify trends in low-scoring interactions and flag events for leadership review
Reporting & Documentation
Distribute quality metric reports on a weekly, monthly, quarterly, and annual basis to leadership
Assist in preparing the weekly business review deck
Maintain and analyze problem logs to identify recurring issues; document findings for leadership and product teams
Contribute to QA standards and internal processes for labeling and contact scripting
Create reports outlining workarounds or solutions for technical and process-related issues
Testing & Product Improvement
Test incoming/outgoing contact scripts to confirm quality conformance; make recommendations for improvement
Measure adherence to standardized scripts and processes across the team
Analyze and investigate product complaints to ensure timely closure per company and regulatory guidelines
Assist with testing of software, systems, and workflows before and during deployment; report results in writing
Offer product improvement suggestions based on client and customer input
Required Skills and Experience
High School Diploma or equivalent work experience
1-2 years of experience in a client service or QA environment
Working knowledge of Google Suite (Sheets, Slides, Docs, Drive)
Familiarity with QA methods, tools, and terminology
Strong analytical, decision-making, and critical thinking skills
Meticulous attention to detail and product/process diligence
Understanding of industry standards and internal company policies
Demonstrated experience with testing, defect management, and version control practices
Excellent writing skills, particularly in crafting justifications and feedback
Strong interpersonal and communication skills, both verbal and written
Proven ability to work independently and as a team player
Calm and courteous demeanor under pressure; capable of navigating tense or high-volume situations
Commitment to confidentiality regarding client, company, customer, and associate information
U.S. driving experience and knowledge of road rules and driving behavior
Ability to translate loosely defined use cases into clear triage guidance for downstream vendors
Flexibility in adapting to evolving business needs and promoting change positively
Excellent timeliness and reliability
Available within +/- 10 hours of core business time zones
Preferred Qualifications
Prior experience as a driving instructor or expert witness
Familiarity with visualization tools (e.g., Webviz, SIM viewers, or ops log tools with top-down views)
Experience using bug-tracking and prioritization tools (e.g., Jira or similar platforms)
College degree in a related field
Salary and Other Compensation:
Applications will be accepted until July 18th , 2025.
The hourly rate for this position is $30 per hour, depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
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Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
Cognizant is a global community with more than 300,000 associates around the world.
We don't just dream of a better way - we make it happen.
We take care of our people, clients, company, communities and climate by doing what's right.
We foster an innovative environment where you can build the career path that's right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com (https://www.cognizant.com/us/en)
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
