Call Center Quality Analyst

Cognizant; Mesa (AZ); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

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

Job summary

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.

Responsibilities

• 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.

Skills

Communication skills

Analytical thinking

Attention to detail

Team player

Calm under pressure

Education

High School Diploma or equivalent

Bachelor's degree preferred

Tools

Google Suite

CRM platforms

Advanced spreadsheet skills

Job description

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Quality Analyst combines standard quality assurance monitoring with advanced, expert-level understanding of program workflows, client communication rubrics and technical systems. Operating above standard evaluation duties, this role functions as a critical bridge between Quality Assurance, Training and Operations. The ideal candidate will monitor inbound/outbound contact responses to assess associate professionalism, empathy, and protocol conformity, while simultaneously leading deep-dive calibrations, root-cause compliance investigations, and script/software performance testing. You will translate raw quality metrics into actionable insights, providing direct written and verbal feedback to both front-line agents and senior leadership to drive program-wide excellence.

The role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.

Role Responsibilities

Quality Monitoring & Feedback

• Interaction Evaluation: Listen to and review assigned recorded or live agent interactions (calls, chats, emails) to assess professionalism, empathy, effectiveness, and strict adherence to the client's rubric and compliance guidelines.
• Case & Protocol Audit: Review case notes, problem logs, and ticket logging systems to ensure proper protocol, case categorization accuracy, and regulatory requirements were followed.
• Direct Coaching: Sit with agents to monitor contacts and provide real-time, constructive verbal and written feedback via structured scorecards.

Calibration & Trend Analysis

• Lead Calibrations: Drive internal and client-facing quality calibration sessions to ensure scoring consistency across all supervisors, quality associates, and stakeholders.
• Root-Cause Analysis: Conduct deep-dive investigations into low-scoring interactions, high-risk cases, and product complaints to identify systemic gaps and recurring issues.
• Cross-Functional Partnership: Partner directly with Training and Operations to build targeted knowledge management modules, specialized behavioral talk tracks, and remedial coaching frameworks based on identified quality trends.

Reporting & Documentation

• Performance Insights: Synthesize quality data and distribute weekly, monthly, quarterly, and yearly reporting of quality metrics and trend analyses to the leadership team.
• Business Reviews: Provide comprehensive support to leadership in preparing weekly business review decks, offering recommendations to improve existing workflows based on customer and client input.

Technical Testing & Process Improvement

• Script & Workflow Conformance: Test incoming and outgoing contact scripts, workflow updates, and software/hardware platforms for errors and defects prior to and during deployment.
• Defect Management: Maintain problem logs, report technical findings to product development, and assist in documenting workarounds or resolutions for software/hardware issues.
• Frontline Proficiency: Keep process knowledge perfectly updated by occasionally taking frontline phone calls and handling live customer support channels.

Required Skills And Qualifications

• At least a High School Diploma or equivalent is required (Bachelor's degree preferred).
• Experience: 2–3 years of experience within a contact center client service or quality assurance environment, with a proven track record of functioning as a Subject Matter Expert (SME) on complex or technical workflows.
• Technical Savvy: Proficiency with Google Suite (Sheets, Slides, Docs, Drive) and CRM platforms, alongside advanced spreadsheet skills to synthesize raw data into clear, written root-cause analysis decks.
• QA Expertise: In-depth knowledge of quality assurance terminology, calibration methodologies, testing best practices, defect management, and compliance auditing.
• Soft Skills: Exceptional interpersonal, verbal, and written communication skills. Ability to remain calm, courteous, and confidential under pressure while navigating tense situations during busy hours.
• Attributes: Sharp attention to detail, meticulous organization, strong analytical problem-solving skills, and a great team-player attitude with the ability to work with minimal supervision.
• Physical Requirements: Able to sit, stand, and walk around the floor for long hours at a time to support agents.
• Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.

Salary And Other Compensation

The hourly rate for this position is $28.84 per hour. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer

The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.