Risk and Compliance Quality 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

The Quality Assurance Specialist evaluates customer interactions, transactions, and case-management activities across phone, chat, email, and back-office channels. The role ensures adherence to approved procedures, regulatory requirements, and service standards; identifies performance and control gaps; and partners with operations, training, compliance, and other stakeholders to improve accuracy, consistency, productivity, and the customer experience.

General 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.

Competencies

• Strong knowledge of quality assurance principles, monitoring methodologies, and operational controls.
• Clear and concise written and verbal communication in English.
• Excellent analytical, critical-thinking, attention-to-detail, and problem-solving abilities.
• Ability to apply quality standards objectively and provide evidence-based feedback.
• Strong facilitation, coaching, reporting, and stakeholder collaboration skills.
• Ability to interpret data, identify trends, determine root causes, and recommend sustainable solutions.
• Proficiency in spreadsheets, reporting tools, quality management systems, and case-management platforms.
• High level of integrity, impartiality, accuracy, accountability, and commitment to continuous improvement.

Compliance/Verifications

The Quality Assurance Specialist evaluates adherence to regulatory and financial partner obligations, including KYC checks, verification requirements, sanctions screening, transaction monitoring, fraud controls, and other financial crime procedures. The role identifies critical and non-critical errors, validates evidence, escalates material risks, supports audit readiness, and monitors the completion and effectiveness of corrective actions.

Required Qualifications

• Proven ability to complete accurate, timely, and objective quality evaluations in a fast-paced, high-volume environment.
• Strong working knowledge of KYC, sanctions screening, transaction monitoring, fraud, risk, and compliance standards.
• Experience using quality scorecards, conducting calibrations, documenting findings, and delivering actionable feedback.
• Ability to analyze quality data, perform root-cause analysis, prepare reports, and support corrective action plans.
• Experience in financial services, banking, payments, FinTech, or another regulated environment is preferred.

Why Join Us?

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here-grow, thrive, and make an impact with Cognizant.