Bilingual Subject Matter Expert Quality Analyst - Rider Center CoE

Position: Bilingual Subject Matter Expert Quality Analyst - Rider Support Center CoE
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 Subject Matter Experts. This role is On Site, and all candidates must reside in the United States.

Job Summary:

As a catalyst for operational excellence within the Rider Support Center of Excellence, you will architect and drive superior rider experiences globally. Serving as the critical nexus between front-line operations and strategic leadership, you will spearhead performance optimization, enforce quality standards, and resolve complex escalations. This role requires a highly analytical, hands-on leader capable of coaching overseas teams, identifying systemic gaps, and implementing data-driven workflows that elevate our autonomous ride-hailing support ecosystem.

Key Responsibilities

* Global Performance Coaching & Enablement:
Hold direct accountability for the performance and continuous upskilling of overseas support teams. Design and deliver scenario-based training, high-engagement workshops, and targeted coaching sessions to ensure global alignment with CoE standards.

* Process Architecture & Root Cause Analysis (RCA):
Actively audit rider interactions and overarching performance data. Spearhead deep-dive Root Cause Analyses to identify systemic process gaps, friction points, and failure modes. You will formulate and pitch scalable, thoughtful recommendations to leadership that streamline workflows and optimize the rider journey.

* Quality Assurance & Performance Management:
Execute rigorous QA audits across omni-channel interactions (calls, chats, tickets). Deliver structured, actionable feedback to international stakeholders and partner seamlessly with Team Leads to architect and track definitive improvement plans.

* Subject Matter Authority & Escalation Management:
Serve as the definitive operational authority for complex escalations, exceptions, and policy enforcement. You will continuously optimize playbooks, Standard Operating Procedures (SOPs), and knowledge bases to reflect the latest product evolutions and support protocols.

* Cross-Functional Strategic Partnership:
Collaborate with Operations, Product, and Customer Experience (CX) teams to pilot new support tools, execute beta tests, and champion the "Voice of the Rider" by translating qualitative feedback into actionable product insights.

Quantifiable Metrics for Success (KPIs) In this role, your impact will be measured by the following targets:

* Quality Excellence:
Maintain a baseline QA score of 95%+ across audited interactions and drive a 10% quarter-over-quarter improvement in overall team QA metrics.

* Efficiency Gains:
Identify and implement at least two major process optimizations per quarter, aiming to reduce Average Handling Time (AHT) by 15% without compromising resolution quality.

* First Contact Resolution (FCR):
Elevate FCR rates by 12% within the first six months through improved knowledge base management and targeted agent upskilling.

* Escalation Reduction:
Reduce avoidable Tier 2/Tier 3 escalations by 20% by addressing root causes and equipping Tier 1 overseas teams with better diagnostic tools and training.

Required Qualifications & Experience

* Professional Background: 3-5 years in process excellence, quality assurance, or high-tier customer support, preferably within logistics, ride-sharing, or tech-forward operational environments. Proven experience in call center management and global vendor oversight is essential.

* Specialized Expertise:
Direct, hands-on experience as an Autonomous Driver is strictly required to deeply understand the product ecosystem.

* Prioritized

Experience:

Candidates with a background in an Emergency Response Team (ERT) or handling critical safety incidents will be given top priority.

* Language Requirements:
Absolute bilingual fluency in English and Spanish is critical for effectively coaching and managing specific overseas teams.

* Analytical

Skills:

Demonstrated mastery of RCA methodologies (e.g., 5 Whys, Fishbone diagrams) and the ability to interpret raw performance data (CSAT, AHT, FCR) into strategic action plans.

* Technical Proficiency:
Advanced expertise with Zendesk, Salesforce, QA auditing platforms (Playvox, Maestro

QA), data manipulation in Google Sheets/Excel, and knowledge management via Notion/Confluence.

* Operational Readiness:
This is a dynamic, 24/7 operational environment. Candidates must possess scheduling flexibility and be prepared for up to 15% on-field travel to support operational hubs and vendor sites.

* Preferred

Certifications:

Lean Six Sigma (Green Belt or higher) or comparable process improvement certifications.

Required Skills and Experience

Experience:

3-5 years in customer support or quality analyst roles, preferably in logistics, ride-sharing, or high-volume support environments. Should have experience in call centre management.

Expertise:
Strong grasp of QA frameworks, escalation processes,…