Quality Assurance Analyst — Risk & Compliance

Cognizant Consulting; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

Cognizant Consulting in the Philippines is seeking a Quality Assurance Specialist to evaluate customer interactions across phone, chat, email, and back-office channels, ensuring adherence to procedures, regulatory requirements, and service standards.

You will document findings, provide actionable feedback, participate in calibration sessions, analyze trends, and collaborate with operations, training, compliance, and process teams to drive quality, accuracy, and customer experience.

Qualifications

• Bachelor's degree in any discipline.
• CEFR C1 level or higher.
• At least 2 years of experience in quality assurance, BPO, contact center, risk, compliance, payments, or financial services operations.
• Experience evaluating customer interactions, transactions, or cases against defined quality and compliance standards.
• Working knowledge of quality monitoring, calibration, root-cause analysis, coaching, and continuous improvement practices.

Responsibilities

• Conduct quality evaluations of calls, chats, emails, transactions, and case records using approved scorecards and sampling guidelines.
• Assess compliance with policies, procedures, regulatory requirements, documentation standards, and customer experience expectations.
• Document evaluation findings accurately and provide clear, objective, and actionable feedback to employees and Team Leaders.
• Participate in internal and client calibration sessions to promote scoring accuracy, alignment, and consistency.
• Analyze quality trends, recurring errors, compliance risks, and process gaps; identify root causes and recommend corrective or preventive actions.
• Prepare and communicate quality reports, scorecards, audit results, and performance insights to relevant stakeholders.
• Partner with operations, training, compliance, and process teams on coaching plans, refresher sessions, remediation activities, and process improvements.
• Maintain confidentiality, evidence integrity, and complete audit trails for all quality reviews and related records.

Skills

Quality monitoring

Root-cause analysis

Coaching

Cross-functional collaboration

Analytical thinking

Attention to detail

English communication

Education

Bachelor's degree

Tools

Quality management systems

Case-management platforms

Spreadsheets

Job description

Cognizant Consulting in the Philippines is seeking a Quality Assurance Specialist to evaluate customer interactions across phone, chat, email, and back-office channels, ensuring adherence to procedures, regulatory requirements, and service standards.

You will document findings, provide actionable feedback, participate in calibration sessions, analyze trends, and collaborate with operations, training, compliance, and process teams to drive quality, accuracy, and customer experience.