Quality Associate Jobs

• Ensures agent compliance and adherence to client procedures / policy by reviewing agent activity within the defined quality systems

• Conducts weekly RCA of errors and assists in creating a weekly deck for review with operations, training, and quality team

• Assess agent performance through audit monitoring as well as 1-2-1 investigatory sessions to identify error trends and performance opportunities

• Works closely with Quality Team Lead and Manager to aggregate, prioritize, and report on the top issues impacting the program

• Contributes error analysis and insights for the preparation of the Weekly Quality reports and decks

• Develop and maintain inventory of improvement ideas focused on error reduction and improvement of process health and performance

• Quality Monitoring and Coaching

• Provides analysis and recommendations for process improvement, productivity, accuracy & turnaround time

• Attend quality calibrations and syncs to maintain alignment on process/policy understanding and application

• Perform calibration audits in sync with program SMEs and TLs to ensure audit accuracy and alignment

• Creation of daily, weekly, monthly reports monitoring associate and program performance to be shared with leadership
• Update trackers and required applications & tools and keep management informed of emerging issues/risks

• Mentors / Coaches agents in relation to qualitative performance enhancement

• Provides regular 1-2-1 feedback sessions with agents in correlation to quality performance and opportunities

• Works alongside the training team to provide insights into error trends, process gaps and performance adherence to develop assessments and knowledge checks for reviewer workflow certifications

• Monitor and adhere to policy and process change guidelines and expectations. Including providing feedback and clarification on identified changes.

• Conducts quarterly reviews of SOPs to ensure they are aligned to the current processes and policy

• Develop and maintain process documentation which outlines the quality program and approach

• Participate and contribute to organizational activities
• Meet/Exceed targets set within the key activities
• Contribute to and participate proactively in knowledge sharing sessions
• Be an exceptional team player when it comes to knowledge sharing, training, people development and reporting
• Participate in special projects/manage individual projects, and act as a guide to ensure the project meets SLA’s
• Evaluates processes and make recommendations for improvement
• Strives to identify new opportunities to provide a better reviewer and end-user experience

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : May 31 2023

Cognizant (Nasdaq-100: CTSH) 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 is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.

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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.

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