Quality Analyst

at  Cognizant

JOB DESCRIPTION:

The role of a Quality Analyst is extremely challenging and requires the associate to take complete responsibility for training/ auditing a group of close to 15+ agents. The QA should be able to handle quality audits and build controls at various stages of quality audit life cycle. QA will also be responsible for coming up with a help tool which can help reviewers find as a reference point in the review process

PROJECT PROCESS DESCRIPTION:

The project involves reviewing content (videos/images/text) for one of the Largest Technology giant. As part of the contractual obligations, client expects the team to certain policy guidelines, meet stringent TAT, Productivity and a minimum monthly average quality requirement as per target.

CANDIDATE QUALIFICATION:

Educational Requirement - Graduate or Diploma
Relevant Experience and Minimum # of Years/ Months - 3 - 5 Years which includes a minimum of 1 years+ Quality Analyst experience

Core Competencies:

• Excellent written, reading & spoken communications skills in Required Language and understanding of local culture
• Good communications skills (English)
• Understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)
• Should have worked in an international technical support environment, search skills, ability to approach problems logically
• Should have experience in transaction monitoring, sampling plan etc.
• Should have conducted calibration sessions both internal and external
• Excellent analytical and research skills

Other Requirements(Certification, etc.)

• Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs
• Ability to manage critical situations with minimum supervision
• MS Office & strong key board skills
• Ability to perform in adverse situations
• Should be comfortable working with explicit & extremely sensitive content

Detailed Role & Responsibilities:

• Meet the Quality audit sampling & ensure the Quality targets are met
• Responsible for auditing content and getting meaningful insights to identify knowledge gaps and training opportunities
• Coaching team members based on the audit findings, their performance and compliances
• Responsible for driving new instructions received from the clients across teams
• To side barge and observe reviewers working on Jobs across all queues
• To provide inputs/insights for process improvements
• Provide floor support
• Attend internal & external Calibrations sessions
• Provide weekly/monthly quality dashboards & stats to TL, TM & other stakeholders
• Assist on Training need analysis
• Assist the TL/TM on bottom quartile management activities
• Ensure on meeting daily KPIs
• Accountable for the success and quality of the process
• Help improve the defined processes as we create more automation and gather information
• Ability to learn to work with customer internal tools
• QA will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines

• Meet the Quality audit sampling & ensure the Quality targets are met
• Responsible for auditing content and getting meaningful insights to identify knowledge gaps and training opportunities
• Coaching team members based on the audit findings, their performance and compliances
• Responsible for driving new instructions received from the clients across teams
• To side barge and observe reviewers working on Jobs across all queues
• To provide inputs/insights for process improvements
• Provide floor support
• Attend internal & external Calibrations sessions
• Provide weekly/monthly quality dashboards & stats to TL, TM & other stakeholders
• Assist on Training need analysis
• Assist the TL/TM on bottom quartile management activities
• Ensure on meeting daily KPIs
• Accountable for the success and quality of the process
• Help improve the defined processes as we create more automation and gather information
• Ability to learn to work with customer internal tools
• QA will also be trusted to maintain a high degree of confidentiality while meeting strict deadline