Working hours: 1pm-9pm
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 Gdańsk, Wroclaw, and Kraków. 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!
About the role
We are seeking a proactive Quality Analyst to support our Creator Engagement and Outreach team by ensuring top-notch quality standards across all creator interactions. This role involves auditing calls, chats, and emails to ensure that team members meet engagement standards, deliver consistent, high-quality support, and adhere to processes that enhance creator satisfaction. As a Quality Analyst, you’ll be key in identifying trends, generating insights, and driving improvements that elevate the creator experience and ensure smooth operations across outreach channels.
- Quality Audits: Conduct regular audits of outreach channels (calls, chats, emails) to assess adherence to predefined scripts, communication standards, and process guidelines. Ensure all interactions reflect professionalism, accuracy, and consistency.
- Performance Monitoring and Reporting: Track key quality metrics, analyze performance data, and generate reports that provide insights into engagement quality, including success rates, creator feedback, and adherence to best practices.
- Process Improvement Collaboration: Identify and suggest improvements for outreach and engagement processes, collaborating closely with the Team Lead and Community Support Specialists to implement recommendations effectively.
- Root Cause Analysis and Feedback: Conduct root cause analyses on quality-related issues, offering clear feedback and action plans to improve performance and optimize outreach strategies.
- Documentation and Compliance: Maintain comprehensive documentation of all audit processes, findings, and quality improvement initiatives. Ensure compliance with internal quality standards and contribute to updates in quality assurance protocols.
- Training and Development Support: Assist the Team Lead in identifying skill gaps within the team based on audit results and collaborate on targeted training sessions to enhance team performance.
- Trend Analysis and Insights Generation: Monitor engagement trends, tracking recurring themes and opportunities for improvement. Share actionable insights with stakeholders to support the development of new approaches in creator engagement.
- Proficiency in Portuguese language at least C1 level and English at B2 level.
- Experience: 2-4 years in quality analysis, preferably in a customer support, community management, or digital engagement environment. Experience with auditing outreach channels (calls, chats, emails) is highly desirable.
- Analytical Skills: Strong analytical abilities to interpret data, identify patterns, and make data-driven recommendations that enhance quality and performance.
- Communication Skills: Excellent communication skills with the ability to provide constructive, actionable feedback and collaborate effectively across teams.
- Attention to Detail: Exceptional attention to detail, essential for conducting thorough audits and identifying areas for improvement.
- Problem-Solving Abilities: Skilled in conducting root cause analyses, developing corrective actions, and proposing solutions to enhance creator engagement quality.
- Technical Proficiency: Familiarity with quality management tools, CRM systems, and proficiency in MS Office (Excel, Word, PowerPoint) to support reporting and data analysis.
- Collaboration and Teamwork: Ability to work closely with cross-functional teams to implement quality improvements and ensure alignment with team objectives.
- Extensive benefits package: Multisport Card, LuxMed medical healthcare including dental care, life insurance, cafeteria benefits.
- Open-minded and multinational environment.
- Opportunity to be part of a global organization focused on development.
- Professional development and clear career path.
- Training & development opportunities including language courses.
Poznaj
Cognizant Technology Solutions Poland Sp. z o.o.
COGNIZANT TECHNOLOGY SOLUTIONS POLAND SP Z O O
Cognizant is a leading IT Services provider globally, transforming Clients' business, operating and technology models for the digital era. Headquartered in the US, Cognizant is ranked on the Fortune 500 and is consistently listed among the most admired companies in the world.At Cognizant, we celebrate diversity and inclusion across our workforce and with our partners, communities and fellow racing fans. That’s why, alongside the Aston Martin Cognizant Formula One team, we work in unison for a more inclusive future. All in, all welcome.