Quality Assurance Specialist: Risk & Compliance

Cognizant; Quezon City; Vor Ort; PHP 420.000 - 540.000; Vollzeit

Zusammenfassung

Cognizant Philippines seeks a Quality Assurance Specialist to evaluate customer interactions across phone, chat, email, and back-office channels. You will ensure adherence to procedures, regulatory requirements, and service standards while identifying gaps for improvement.

You\'ll partner with operations, training, compliance, and other stakeholders to drive accuracy, consistency, and a superior customer experience through data-driven feedback and actionable remediation plans.

Qualifikationen

• Bachelor’s degree in any discipline.
• CEFR level C1 or higher (English).
• ≥2 years in QA, BPO, or financial services operations.
• Experience evaluating interactions against quality and compliance standards.
• Knowledge of quality monitoring and root-cause analysis.

Aufgaben

• Conduct quality evaluations of calls, chats, emails, and transactions using approved scorecards.
• Assess compliance with policies, procedures, regulatory requirements, documentation standards, and customer experience expectations.
• Provide clear, actionable feedback to employees and Team Leaders.
• Analyze quality trends and root causes to recommend improvements.
• Prepare quality reports and scorecards for stakeholders.
• Collaborate with operations, training, and compliance on coaching plans.
• Maintain audit trails and confidentiality for all reviews.
• Interpret data to identify trends and sustainable solutions.

Kenntnisse

Quality assurance

Analytical thinking

Attention to detail

English communication

Coaching

Ausbildung

Bachelor’s degree

Tools

Quality monitoring systems

Case-management platforms

Spreadsheets

Reporting tools

Jobbeschreibung

Cognizant Philippines seeks a Quality Assurance Specialist to evaluate customer interactions across phone, chat, email, and back-office channels. You will ensure adherence to procedures, regulatory requirements, and service standards while identifying gaps for improvement.

You\'ll partner with operations, training, compliance, and other stakeholders to drive accuracy, consistency, and a superior customer experience through data-driven feedback and actionable remediation plans.