Call Center QA & Calibration Lead (Onsite Mesa)

Cognizant; Mesa (AZ); Sur place; USD 33 000 - 47 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Résumé du poste

Cognizant in Mesa, AZ is seeking a Quality Analyst to bridge Quality Assurance, Training, and Operations. You will monitor agent interactions, provide real-time feedback, and support calibration efforts to drive program-wide excellence.

The role emphasizes root-cause analysis, cross-functional collaboration with Training and Operations, and producing concise reports for leadership. Onsite with 24x7 shift potential.

Qualifications

• High School Diploma or equivalent required; Bachelor's degree preferred.
• 2–3 years in a contact center QA or quality assurance environment; SME on complex workflows.
• Proficiency with Google Suite and CRM platforms; strong data synthesis skills.
• Solid knowledge of QA terminology, calibration methodologies, and testing practices.

Responsabilités

• Quality Monitoring & Feedback: review interactions to assess professionalism, empathy, and protocol conformance.
• Calibration & Trend Analysis: lead calibration sessions and root-cause investigations; identify systemic gaps.
• Reporting & Documentation: prepare weekly to yearly quality reports and leadership decks.
• Technical Testing & Process Improvement: test scripts/workflows; document defects and resolutions; assist frontline support.

Connaissances

Communication skills

Analytical thinking

Attention to detail

Team player

Calm under pressure

Formation

High School Diploma or equivalent

Bachelor's degree preferred

Outils

Google Suite

CRM platforms

Advanced spreadsheet skills

Description du poste

Cognizant in Mesa, AZ is seeking a Quality Analyst to bridge Quality Assurance, Training, and Operations. You will monitor agent interactions, provide real-time feedback, and support calibration efforts to drive program-wide excellence.

The role emphasizes root-cause analysis, cross-functional collaboration with Training and Operations, and producing concise reports for leadership. Onsite with 24x7 shift potential.