Description
The role of a Quality Analyst is to handle quality audits and build controls at various stages of the quality audit life cycle. QA will also be responsible for coming up with strategies, ideas which can help reviewers find a reference point in the business process and maintain the quality assurance standards of the clientThe project involves moderation of content (text) based on policies for one of the Largest Technology giant. ResponsibilitiesConducting quality audits as per the targetWorks closely with internal stakeholders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflowAs new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the team's current workDelivers "on-spot" training to reviewers on new or changing Content Policies as well as "refresher" trainings on existing policiesAudits decision accuracy and actively reviews it to ensure consistency and alignment with client standards and policiesManages investigations on escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous or the decision has an impact due to errorsCoach agents on the audit findings and market knowledge alignmentAble to adapt quickly to changes in workflowAnalyze and identify content that is not in compliance with requirements and flag for action in a timely mannerRecognize trends and patterns, and raise it to the product teamComfortable communicating with all levels of managementAssure accuracy of audits and alignments across QAsUse market specific knowledge and insights to spot and scope solutions to improve the support of user community
Requirements
Native or Proficient level of German language + B2 EnglishExperience within an audit or quality environment performing quality control and quality analysis, in BPO environmentAbility to work independentlyGood reading and orals skills in the required language with understanding of local cultureExcellent communication (verbal and written) in English, including the ability to clearly communicate in a dynamic environment across all levelsBe organized and able to manage time and tasks efficientlyStrong attention to detail and a desire to deliver accurately, efficiently and to a high standardHave a neutral mindset towards different content that needs classification, regardless of the content itselfResult-oriented, self-motivated, independent and inquisitiveAble to thrive in a fast-paced and team oriented environmentUnderstanding of business processes, improvement methods and departmental policies and proceduresInterested in social media and current events and an understanding of the social space (trends, influencers, engagement, things to be cautious of, etc)
Offer
Relocation package (for illegible candidates moving to Lisbon from abroad)Training and development opportunitiesPrivate health insurance including close family (Spouse + children free of charge)Life insuranceChild benefits such as Nursery Voucher and Student VoucherEmployee Assistant Program (EAP) to promote wellbeing of employee's (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/"Dia platino" service)Discount membership and access various gyms across PortugalVarious corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily.
Conocimientos:Analytical Skills, Root Cause Analysis, Excellent Interpersonal Skills, Ms Excel, Excellent Written And Communication Skills, Excel, High Communicational And Organizational Skills, Effective Communication, Coaching, Coaching Skills, German, Fluent In German