GTM Quality Analyst, Fintech & Customer Experience

Cognizant; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Cognizant is seeking a results-driven Quality Assurance Analyst with BPO experience to ensure service readiness and quality across Go-to-Market initiatives. The role focuses on audits, feedback, and process improvement in customer interactions.

You will monitor calls, emails, and chats, identify gaps, and coach teams to raise performance. Fintech operations background and strong metrics knowledge are a plus.

Qualifications

• Minimum of 2 years proven experience as a Quality Analyst in a customer service or contact center environment.
• Any Bachelor's degree or completed 2 years in College.
• Demonstrated understanding of customer service principles, best practices, and performance metrics.
• Excellent listening, analytical, and problem-solving skills with a strong attention to detail.
• Exceptional verbal and written communication skills, with the ability to provide clear, concise, and constructive feedback
• Proficiency in using quality monitoring tools, CRM systems, and Microsoft Office Suite (especially Excel for data analysis).
• Ability to work independently and collaboratively within a fast-paced, team-oriented environment.
• Strong interpersonal skills and the ability to build rapport with team members.
• Proactive and self-motivated with a strong commitment to quality and customer satisfaction.
• Preferably with Deal Desk or Sales Support Background
• Background in Fintech Operations
• Go-to-Market (GTM) Support Background

Responsibilities

• Conduct regular monitoring and evaluation of customer service interactions (calls, emails, chats) against predefined quality guidelines and KPIs.
• Identify trends, common errors, and areas of improvement in customer service delivery and representative performance.
• Provide actionable and constructive feedback to customer service representatives through one-on-one coaching sessions and performance reviews.
• Collaborate with team leaders and trainers to develop and deliver targeted training programs based on quality insights and identified gaps.
• Participate in calibration sessions to ensure consistency in quality scoring and feedback across the team.
• Maintain accurate and detailed records of quality evaluations and representative performance data.
• Generate regular reports on quality metrics, performance trends, and areas requiring attention for management review.
• Contribute to the continuous improvement of quality assurance processes, evaluation forms, and service standards.
• Stay updated on product/service knowledge, company policies, and industry best practices in customer service.
• Escalate critical quality issues or deviations from compliance standards as necessary.

Skills

Quality Assurance

Analytical thinking

Problem solving

Communication skills

CRM tools

Excel data analysis

Team collaboration

Go-to-Market support

Fintech operations

Proactive attitude

Education

Bachelor's degree or 2 years in college

Tools

Quality monitoring tools

CRM systems

Microsoft Office (Excel)

Job description

Cognizant is seeking a results-driven Quality Assurance Analyst with BPO experience to ensure service readiness and quality across Go-to-Market initiatives. The role focuses on audits, feedback, and process improvement in customer interactions.

You will monitor calls, emails, and chats, identify gaps, and coach teams to raise performance. Fintech operations background and strong metrics knowledge are a plus.