Quality Review Specialist

Cognizant; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Cognizant is seeking a Senior Quality Specialist in Kuala Lumpur to partner with internal teams, ensuring audits of content review decisions and policy changes are accurate and well-documented. The role focuses on improving decision quality, delivering just-in-time training, and mentoring staff on audit tools across markets.

The successful candidate will analyze audits, investigate escalations, and contribute to cross-functional efforts on social values, content policy interpretation, and

Qualifications

• Bachelor’s Degree or equivalent plus 2+ years in audit/quality environment
• Experience with quality control and quality analysis in an audit/QA setting
• Strong proficiency in Microsoft Excel (PivotTables, charts, stats) and MS Office/Google suite

Responsibilities

• Partner with internal teams to audit decisions for accuracy
• Aggregate, prioritize and report top issues affecting decision accuracy
• Explain policy changes to local teams and surface knowledge gaps
• Deliver training on new or existing Content Policies
• Re-review decision accuracy audits for consistency
• Investigate escalations to determine root causes
• Mentor auditors on audit tools and systems
• Develop process documentation and gather feedback on audit tools
• Support global topics like social values, free speech, health and safety in quality decisions

Skills

Communication

Analytical thinking

Time management

Attention to detail

Cross-functional collaboration

Problem solving

Adaptability

Education

Bachelor’s Degree or equivalent

Tools

Microsoft Excel

PivotTables

Charts

Microsoft Word

PowerPoint

Google Sheets

Google Slides

Job description

Senior Quality Specialist

Day-to-day responsibilities may include, but are not limited to:

• Partners with internal teams to ensure that decisions made by Content Review team is being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
• Works closely with Quality Assurance Leaders to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical
• As new Content Policies are being developed and prototyped, provides details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
• Delivers “just-in-time” training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
• Actively re-reviews decision accuracy audits to ensure consistency and alignment with internal standards and policies
• Manages investigations of 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 outsized impact if incorrect
• Mentors auditors on the use of audit tools and systems
• Develops process documentation and aggregates feedback about the functionality of audit tools
• Projects where Cognizant would position you, will allow you to develop as a specialist decision maker on topics that will be very pertinent global issues around social values, free speech and health and safety. Social media regulation, Online free speech, Internal controls, Support for vulnerable sections of the society, EU policy making, Business process efficiency, project management, Quality improvement – These are some of the qualities and areas of interest we are looking for in our prospective Quality Analysts.

Basic Qualifications:

• Bachelor’s Degree OR High School Diploma plus a minimum of 2 years relevant work experience
• Minimum 1 year of experience within an audit or quality environment performing quality control and quality analysis
• Strong functional experience with Microsoft Excel (PivotTable, charts, statistical functions) required
• Proficiency in Microsoft Word and PowerPoint / Google Slides / Google sheets
• Fluency in European Language(s) along with English

Preferred Skills / Experience

• Experience developing and maintaining expertise on corporate policies and/or standards
• Knowledge of multi-cultural communications and cultural context in supporting other countries
• Experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation
• Excel, and/or similar data analysis experience

Professional Skills Requirements

• Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels
• Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast-paced environment with multiple priorities
• Passion for corporate mission and ensuring a world class user support experience
• Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making
• Quick learner and adaptable to learn new processes, concepts, and skills
• Excellent organizational and time management skillsResults-oriented, self-directed, and inquisitive
• Strong attention to detail coupled with a desire to deliver accurately, efficiently, and to a high standard
• A reliable, proactive approach to entrusted tasks
• Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
• Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for social media. Conversant with channels that provide on demand Video
• Neutral mindset to alternative video content that needs classification Must have some inclination/ viewpoint towards any/some of the following:
  • Social media regulation
  • Online free speech
  • Govt regulated Internet controls
  • Support for vulnerable sections of the society
  • EU policy making
  • Business process efficiency
  • Project management & Quality Improvement