Job location: Gdansk
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.
- Team Leadership and Support: Manage and mentor a team of Community Support Specialists, providing guidance, training, and resources to help them excel in multi-channel creator outreach (calls, chats, and emails) and engagement activities.
- Outreach Strategy Development: Collaborate with stakeholders to develop targeted strategies for creator outreach across calls, emails, and direct messaging channels. Ensure that the team uses effective scripts, templates, and best practices to drive high engagement and conversion.
- Performance Monitoring: Track and analyze key team performance metrics, including outreach volume, onboarding completion rates, response times, and engagement quality. Regularly review team performance, providing actionable feedback and coaching as needed.
- Weekly Business Reviews: Prepare and present weekly business reviews highlighting key metrics, outreach performance, creator engagement trends, and actionable insights to drive future improvements.
- Process Improvement: Identify opportunities to optimize outreach processes for efficiency and scalability, ensuring smooth and impactful interactions with creators across channels. Implement best practices for content sharing, follow-up, and tracking.
- Content and Asset Sharing: Oversee that team members share essential resources, best practices, and content guidelines with creators to maximize their success, focusing on video content that aligns with platform standards.
- Cross-Functional Collaboration: Work closely with Content Managers, editorial teams, and other internal stakeholders to support a seamless handoff process for ongoing creator management, aligning on creator acquisition and cultivation strategies.
- Issue Escalation and Resolution: Act as the main point of contact for escalated outreach-related issues, ensuring effective resolutions that maintain a high standard of creator satisfaction.
- Reporting and Insights: Collect, analyze, and report on outreach metrics and creator feedback, providing insights and recommendations to leadership for improving engagement and outreach strategies.
- Proficiency in French language at least C1 level and English at B2 level.
- Experience: 4-6 years in social media management, influencer relations, or community management, with 2+ years in a team lead role. Experience handling high-volume outbound calls, chats, and email processes for creator outreach or customer support is essential.
- Leadership Skills: Proven experience in managing and coaching a team, with a strong ability to inspire and motivate.
- Communication Skills: Exceptional communication skills across various channels (calls, chats, emails), with an ability to connect with both team members and creators in a persuasive and professional manner.
- Digital and Social Media Expertise: Deep understanding of social media platforms and familiarity with video content trends and digital branding best practices.
- Analytical Skills: Advanced ability to monitor, interpret, and act on outreach metrics, using data to guide team improvements and outreach strategies.
- Process Optimization: Skilled in refining outreach workflows and processes for increased efficiency and scalability.
- Moderate Negotiation Skills: Competent in handling escalated outreach cases and managing productive creator relationships.
- Autonomy and Collaboration: Ability to operate independently while ensuring alignment with cross-functional teams and shared outreach goals.
- 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
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.