Team Manager – Transactional Quality Lead

Team Manager – Transactional Quality Lead

In-Office
- Mesa, AZ

Cognizant is seeking a results-driven Team Manager – Transactional Quality Lead to own and elevate the quality function for the Waymo Rider Support program in Mesa, Arizona. Waymo's fully autonomous ride-hailing service sets an exceptionally high bar for customer experience — every rider interaction must be accurate, empathetic, and consistent with Waymo's brand standards.

In this role you will lead a team of Quality Analysts and take end-to-end accountability for transaction monitoring, quality scoring, calibration, and actionable insights that drive measurable improvements in Customer Satisfaction (CSAT), interaction quality, and Average Handle Time (AHT). You will serve as the quality conscience of the program, partnering closely with Operations, Training, the client (Waymo), and offshore teams to build a robust, data-driven quality assurance function that continuously raises the bar.

• Lead, coach, mentor, and develop a team of Quality Analysts; set clear performance goals, conduct reviews, and build individual development plans.
• Define and manage the QA team's capacity, scheduling, and audit targets to ensure adequate coverage across all queues, channels, and agent cohorts.
• Run regular calibration sessions with QA team members, operations supervisors, and the client to ensure consistent scoring and shared quality standards.
• Foster a culture of quality ownership, accountability, and continuous improvement across the entire program floor.

• Own the end-to-end transaction monitoring process — define sampling methodology, audit frequency, and coverage targets across voice, chat, email, and other contact channels.
• Ensure QA audits are conducted against approved quality frameworks (scorecards, rubrics) aligned to Waymo's brand standards and CX expectations.
• Monitor and evaluate agent interactions for accuracy, empathy, compliance, first-contact resolution, and adherence to policies and scripts.
• Identify error patterns, knowledge gaps, and behavioural trends at agent, team, and program levels; translate findings into targeted action plans.
• Conduct deep-dive audits and targeted monitoring campaigns during new process rollouts, product changes, or after quality dips.

• Own quality-related client SLAs and KPIs — Customer Satisfaction (CSAT), Quality Score, Average Handle Time (AHT), and First Contact Resolution (FCR).
• Track and report quality metrics at agent, team, and program levels; proactively flag risks and present corrective action plans before SLAs are breached.
• Correlate quality audit findings with CSAT, NPS, and other downstream CX metrics to establish a clear linkage between interaction quality and customer outcomes.
• Present quality performance, insights, and improvement roadmaps in client Weekly, Monthly, and Quarterly Business Reviews (W /M /Q ).

• Design, develop, and maintain quality scorecards, evaluation rubrics, and QA playbooks aligned to program and client objectives.
• Continuously review and refine quality parameters to reflect evolving Waymo product features, policies, and rider-experience standards.
• Govern the integrity of the quality framework — ensure scorecards are fair, objective, unambiguous, and consistently applied across all auditors.
• Manage the QA dispute and appeals process; resolve scoring disagreements fairly and document outcomes to improve calibration.

• Establish structured feedback loops between Quality and Operations, ensuring timely, actionable audit findings reach agents and supervisors.
• Partner with Team Managers and frontline supervisors to develop targeted coaching plans based on QA findings at the individual agent level.
• Deliver group and one-on-one feedback sessions; coach supervisors on quality-based performance conversations and corrective action.
• Identify top performers and best-practice interactions; package and share these as positive learning examples across the program.

• Act as the primary quality intelligence feed for the Training function — provide regular Training Needs Analysis (TNA) inputs based on audit findings.
• Collaborate with the Training Lead to design and deploy targeted refresher, remediation, and up-skilling programmes driven by quality data.
• Review and validate new-hire training content and assessments for quality accuracy, completeness, and alignment with live program standards.
• Monitor post-training quality performance at 30/60/90-day milestones to measure training effectiveness and close residual gaps.

• Lead structured root-cause analysis (RCA) on recurring quality defects, CSAT misses, and compliance breaches; implement sustainable corrective and preventive actions.
• Drive…