Customer Support - quality Analyst

Quality Assurance Specialist

Responsible for enhancing the qualitative performance of designated resources. Identifies improvement areas and devises individual plans to enhance understanding of processes communication and all aspects outlined in the quality monitoring criteria. Pinpoints areas for service delivery improvement by effectively managing communication and work tools thereby enhancing resource efficiency. Regularly schedules and conducts structured coaching sessions with agents monitoring their progress systematically. Ensures identification and remediation of knowledge gaps among individuals mitigating risks associated with inadequate expertise. Manages reports addressing non-compliance areas and arranging customized training sessions to rectify knowledge and skill deficiencies among assigned resources. Evaluates interactions between assigned resources and Customers assessing agents performance regarding service quality across all channels using provided evaluation forms. Facilitates knowledge dissemination within the team and provides supplementary support to Subject Matter Experts (SMEs) and Supervisors.

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.