CX Quality Analyst - Voice & Email Interaction Audits

Cognizant; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Cognizant in Taguig is seeking a QA Specialist to evaluate customer interactions across voice and non-voice channels against quality rubrics. You will review samples, monitor live interactions, and ensure adherence to policy.

The role requires 2-3 years in QA and willingness to work onsite in Taguig. Experience in sales and social media is a plus, with opportunities to grow in a global environment.

Qualifications

• 2nd year college finisher with no back subjects is required.
• 2-3 years of QA experience is required.
• Amenable to work onsite in Taguig.
• Experience in Sales and Social Media is a plus.

Responsibilities

• Evaluate customer interactions across voice and non-voice channels against quality rubrics using sampling, monitoring and review of records.
• Assess agent communication, troubleshooting accuracy, empathy and tone to meet targets.
• Audit complex cases to ensure fair, accurate and impartial application of policies.
• Participate in weekly quality calibration sessions with team leaders and client teams.

Education

2nd year college finishers (no back subjects)

Tools

QA tools

Job description

Cognizant in Taguig is seeking a QA Specialist to evaluate customer interactions across voice and non-voice channels against quality rubrics. You will review samples, monitor live interactions, and ensure adherence to policy.

The role requires 2-3 years in QA and willingness to work onsite in Taguig. Experience in sales and social media is a plus, with opportunities to grow in a global environment.