Quality Analyst

About the Position

Quality Analyst

In-Office - Mesa, AZ

The SME (Subject Matter Expert) Level Quality Analyst combines standard quality assurance monitoring with advanced, expert-level understanding of Waymo 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.

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.

Requirements

Core Skills

• Education: High School Graduate or equivalent work experience (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.

We Offer

• Financial Wellbeing: Regular market data reviews to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.
• Physical and Mental Health: Paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program, and more.
• Your Career, Your Way: Opportunities to explore new technologies, industries, and locations-and build the skills you need to grow your career.
• Real-World Impact: Turn bold ideas into solutions that improve lives everywhere.

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Additional employment information

Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.