Quality Assurance & Compliance Analyst

Cognizant Technology Solutions Philippines Inc.; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Quality Assurance Specialist to evaluate customer interactions across phone, chat, email, and back-office channels, ensuring adherence to procedures and standards.

You will identify gaps and work with operations, training, and compliance to improve accuracy and customer experience. The role emphasizes quality monitoring, root-cause analysis, and actionable feedback, with a strong focus on integrity, confidentiality, and continuous

Qualifications

• Bachelor’s degree in any discipline.
• Minimum 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.

Job description

Cognizant Technology Solutions Philippines Inc. is seeking a Quality Assurance Specialist to evaluate customer interactions across phone, chat, email, and back-office channels, ensuring adherence to procedures and standards.

You will identify gaps and work with operations, training, and compliance to improve accuracy and customer experience. The role emphasizes quality monitoring, root-cause analysis, and actionable feedback, with a strong focus on integrity, confidentiality, and continuous