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 and ideas which can help reviewers find a reference point in the business process and maintain the quality assurance standards of the client. The project involves moderation of content (text) based on policies for one of the largest technology giants.
Responsibilities
Conducting quality audits as per the target.
Working closely with internal stakeholders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow.
Providing details to local teams around the impact of new Content Policies on the team's current work.
Delivering on-spot training to reviewers on new or changing Content Policies as well as refresher trainings on existing policies.
Auditing decision accuracy and actively reviewing it to ensure consistency and alignment with client standards and policies.
Managing investigations on escalations of inaccurate decisions to understand the root cause(s).
Coaching agents on the audit findings and market knowledge alignment.
Analyzing and identifying content that is not in compliance with requirements and flagging for action in a timely manner.
Recognizing trends and patterns, and raising them to the product team.
Assuring accuracy of audits and alignments across QAs.
Using market-specific knowledge and insights to spot and scope solutions to improve the support of the user community.
Requirements
Native or proficient level of German language + B2 English.
Experience within an audit or quality environment performing quality control and quality analysis, in a BPO environment.
Ability to work independently.
Good reading and oral skills in the required language with an understanding of local culture.
Excellent communication (verbal and written) in English, including the ability to clearly communicate in a dynamic environment across all levels.
Be organized and able to manage time and tasks efficiently.
Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard.
Have a neutral mindset towards different content that needs classification, regardless of the content itself.
Result-oriented, self-motivated, independent and inquisitive.
Able to thrive in a fast-paced and team-oriented environment.
Understanding of business processes, improvement methods and departmental policies and procedures.
Interested 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 eligible candidates moving to Lisbon from abroad). Training and development opportunities. Private health insurance including close family (Spouse + children free of charge). Life insurance. Child benefits such as Nursery Voucher and Student Voucher. Employee Assistant Program (EAP) to promote the well-being of employees (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation / Dia platino service). Discount membership and access to various gyms across Portugal. Various corporate discounts available through partnership between Cognizant and other partners such as Pestana Hotels, Carnext, Huawei, Apple, MEO. In Cognizant offices, you have access to fresh fruit, water, coffee, and tea daily.
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