Quality Assurance Analyst at Cognizant in Mesa, Arizona

Job Description:

Role & Responsibilities

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  Listen to all recorded agent calls and assess adherence to criteria outlined by QC team

  
  


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  Measure team-wide adherence to scripts and processes

  
  


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  Comb through all notes from driver interactions to ensure that protocol is being followed

  
  


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  Flag a number of calls each week for the managers to review for scoring

  
  


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  Identify trends in low scoring interactions

  
  


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  Distribute weekly report of quality metrics

  
  


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  Provide support to Team Leads in preparing weekly business review deck

  
  

Experience and skill

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  1 + years of experience in a QA capacity providing feedback to team members

  
  


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  Exposure to preparing reports and identifying trends for SLA adherence

  
  


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  Able to provide constructive feedback when necessary to improve team performance

  
  


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  Good time management

  
  


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  Nice to have experience in Autonomous vehicle in a Customer service environment