Call Center Quality Analyst

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 bride 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.

Please note that this 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: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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.