Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients’ toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Key Responsibilities

• Listen to assigned recorded agent calls and assess adherence to the client’s rubric.
• Measure team-wide adherence to Client processes and calibration standards.
• Review all case notes to ensure proper protocol was followed during phone calls/chats.
• Assist in identifying calls for leadership review and scoring.
• Maintain process knowledge by handling frontline phone calls.
• Identify trends in low-scoring interactions.
• Distribute weekly, monthly, and yearly reporting of quality metrics to the...