German Quality Analyst

at  Cognizant

The role of a Quality Analyst is to handle quality audits and build controls at various stages of the quality audit life cycle. QA will also be responsible for coming up with strategies, ideas which can help reviewers find a reference point in the business process and maintain the quality assurance standards of the client
The project involves moderation of content (text) based on policies for one of the Largest Technology giant.

REQUIREMENTS

• Native or Proficient level of German language + B2 English
• Experience within an audit or quality environment performing quality control and quality analysis, in BPO environment
• Ability to work independently
• Good reading and orals skills in the required language with understanding of local culture
• Excellent communication (verbal and written) in English, including the ability to clearly communicate in a dynamic environment across all levels
• Be organized and able to manage time and tasks efficiently
• Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
• Have a neutral mindset towards different content that needs classification, regardless of the content itself
• Result-oriented, self-motivated, independent and inquisitive
• Able to thrive in a fast-paced and team oriented environment
• Understanding of business processes, improvement methods and departmental policies and procedures
• Interested in social media and current events and an understanding of the social space (trends, influencers, engagement, things to be cautious of, etc)

• Conducting quality audits as per the target
• Works closely with internal stakeholders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow
• As new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the team’s current work
• Delivers “on-spot” training to reviewers on new or changing Content Policies as well as “refresher” trainings on existing policies
• Audits decision accuracy and actively reviews it to ensure consistency and alignment with client standards and policies
• Manages investigations on escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous or the decision has an impact due to errors
• Coach agents on the audit findings and market knowledge alignment
• Able to adapt quickly to changes in workflow
• Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
• Recognize trends and patterns, and raise it to the product team
• Comfortable communicating with all levels of management
• Assure accuracy of audits and alignments across QAs
• Use market specific knowledge and insights to spot and scope solutions to improve the support of user community