Strona główna

Cognizant is seeking a Quality Analyst with a strong quality audit experience in a customer service
environment for an existing client in Buenos Aires, Argentina.
The Quality Analyst role is performing quality sample checks based on agreed success criteria and reporting that to determine the process health check. QA observations result in determining gaps in agents understanding of processes, feed inputs to process and training teams and therein helps to determine the effectiveness of process from all dimensions.

Working hours: 2 shifts within 07:00 AM – 07:00 PM

• Categorization of errors and report them to management (Apply 80-20 principle and report the 20% (or Top 5) errors causing major number of defects
• Work with the Supervisors on the RCA (Root cause Analysis) and prepare action plan to ensure continuous improvement in the Process Quality Score
• Analyze the gaps in the process and work with the training team and continuously update the documentation with the potential pitfalls so that they can be covered during KT sessions
• Report the audit findings, RCA’s and improvement plans to the management on a daily/weekly/monthly basis or as and when required
• Audit and assess agent/associate’s performance based on certain pre-defined parameters/checklist on a random sample picked for audit in an unbiased manner
• Evaluate/score each transaction and provide DPO (Defects per Opportunity) or DPU (Defects per Unit) score to the agent/associate
• Periodic Feedback / Coaching to associates to improve quality