Call Center Quality Analyst

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Quality Analyst combines standard quality assurance monitoring with advanced, expert-level understanding of program workflows, client communication rubrics and technical systems. Operating above standard evaluation duties, this role functions as a critical bride between Quality Assurance, Training and Operations. The ideal candidate will monitor inbound/outbound contact responses to assess associate professionalism, empathy, and protocol conformity, while simultaneously leading deep-dive calibrations, root-Cause compliance investigations, and script/software performance testing.

You will translate raw quality metrics into actionable insights, providing direct written and verbal feedback to both front-line agents and senior leadership to drive program-wide excellence.

Please note that this role is Fully Onsite in Mesa, AZ
. Only local candidates will be considered.

• Interaction Evaluation:
  Listen to and review assigned recorded or live agent interactions (calls, chats, emails) to assess professionalism, empathy, effectiveness, and strict adherence to the client's rubric and compliance guidelines.
• Case & Protocol Audit:
  Review case notes, problem logs, and ticket logging systems to ensure proper protocol, case categorization accuracy, and regulatory requirements were followed.
• Direct
  
  Coaching:
  
  Sit with agents to monitor contacts and provide real-time, constructive verbal and written feedback via structured scorecards.

• Lead Calibrations:
  Drive internal and client-facing quality calibration sessions to ensure scoring consistency across all supervisors, quality associates, and stakeholders.
• Root-Cause Analysis:
  Conduct deep-dive investigations into low-scoring interactions, high-risk cases, and product complaints to identify systemic gaps and recurring issues.
• Cross-Functional Partnership:
  Partner directly with Training and Operations to build targeted knowledge management modules, specialized behavioral talk tracks, and remedial coaching frameworks based on identified quality trends.

• Performance Insights:
  Synthesize quality data and distribute weekly, monthly, quarterly, and yearly reporting of quality metrics and trend analyses to the leadership team.
• Business Reviews:
  Provide comprehensive support to leadership in preparing weekly business review decks, offering recommendations to improve existing workflows based on customer and client input.

• Script & Workflow Conformance:
  Test incoming and outgoing contact scripts, workflow updates, and software/hardware platforms for errors and defects prior to and during deployment.
• Defect Management:
  Maintain problem logs, report technical findings to product development, and assist in documenting workarounds or resolutions for software/hardware issues.
• Frontline Proficiency:
  Keep process knowledge perfectly updated by occasionally taking frontline phone calls and handling live customer support channels.

• At least a High School Diploma or equivalent is required (Bachelor's degree preferred).
• Experience:
  
  2–3 years of experience within a contact center client service or quality assurance environment, with a proven track record of functioning as a Subject Matter Expert (SME) on complex or technical workflows.
• Technical Savvy:
  Proficiency with Google Suite (Sheets, Slides, Docs, Drive) and CRM platforms, alongside advanced spreadsheet skills to synthesize raw data into clear, written root-cause analysis decks.
• QA Expertise:
  In-depth knowledge of quality assurance terminology, calibration methodologies, testing best practices, defect management, and compliance auditing.
• Soft Skills:
  
  Exceptional interpersonal, verbal, and written communication skills. Ability to remain calm, courteous, and confidential under pressure while navigating tense situations during busy hours.
• Attributes:
  Sharp attention to detail, meticulous organization, strong analytical problem-solving skills, and a great team-player attitude with the ability to work with minimal supervision.
• Physical Requirements:
  
  Able to sit, stand, and walk around the floor for long hours at a time to support agents.
• Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.

The hourly rate for this position is…