Kraków
Shifts Timing: Flexible Shifts
What we do:
At Cognizant, we are dedicated to helping the world's leading companies build stronger businesses - helping them go from doing digital to being digital.
In Poland, our offices are located in Gdansk, Wroclaw, Krakow and Warsaw. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits. Be Cognizant!
Quality Analyst will be responsible for:
- Conducting remote & live audits of cases
- Evaluating the resolution provided by the agent based on the quality audit checklist
- Providing feedback to associates on daily tasks
- Creating dashboards on audit performance
- Identifying knowledge gaps
- Suggesting improvement plans and providing refresher trainings
- Working closely with TL to drive team performance across process and locations
Requirements, Key Skills and Experience:
- C1/C2 Level of English and German (spoken & written)
- C1/C2 Level of any other European Language (spoken & written) will be an asset
- Problem solving capabilities and analytical skills
- Excellent communication skills
- Excellent time management skills
- Team player & Proactive
- Knowledge of basic quality tools (Google Sheets)
- Able to drive quality initiatives in the team
Preferred:
- Previous Quality Analyst experience
- Experience in feedback delivery & feedback management
- Proven track of self development and team development activities
About our Candidate Privacy Statement: https://www.cognizant.com/careers_resources/Cognizant_Candidate_Privacy_Statement_English_version.pdf