Quality Analyst - JR

Description

Summary: As a Quality Analyst, you will actively contribute to defining, adapting, and strengthening quality standards, supporting agents and team leaders through feedback and guidance. Highlights: 1. Partner with SMEs, Team Leaders, and Trainers for high-quality customer support 2. Monitor and analyze customer interactions to ensure quality guidelines 3. Provide actionable quality feedback focusing on continuous improvement 00067576446 * Date published **Apr 16 2026** * Location **Sao Paulo, SP \- Rochavera** **/** **Brazil** * Job category **Business Processes** * Work model **Work from Office** As a Quality Analyst, you will make an impact will actively contribute to defining, adapting, and strengthening quality standards, while supporting agents, team leaders, and subject matter experts through ongoing feedback and guidance. You will be a valued member of the Brazil IOA CX Multi Channel Helpdesk team and work collaboratively with Partner with WFM, Training, and Client stakeholders for continuous improvement. **Willingness to work in 24/7 rotational shifts including nights, weekends, and public holidays. Work from Office** **In this role, you will:** Partner closely with SMEs, Team Leaders, Trainers, and Agents to ensure high‑quality customer support aligned with standards and targets Monitor, evaluate, and analyze customer interactions across supported channels to ensure adherence to quality guidelines and performance expectations Provide regular, structured, and actionable quality feedback to CSRs, with a strong focus on continuous improvement Identify quality gaps and work proactively to build, adapt, and update Quality Guidelines, especially during early stages of the project Act as floor support with a quality focus, supporting agents in real time when needed Collaborate with Floor Support, Trainers, and Team Leaders to identify recurring issues and contribute to training materials and refreshers, including new‑hire training inputs Ensure alignment with Global quality directions and client expectations Track and report quality trends, risks, and improvement opportunities to leadership **Work model:** onsite At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work\-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo\-SP. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations. **What you need to have to be considered** Solid experience in customer support environments, preferably within BPO or contact center operations Strong understanding of quality concepts, QA frameworks, and performance metrics in customer support Excellent verbal and written communication skills in Portuguese and English Ability to quickly learn new products, processes, and quality standards in a fast‑evolving environment **Operational Metrics Knowledge**: Service Level (SL), Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Quality Scores, Schedule Adherence \& Shrinkage, Absenteeism, Abandonment Rate, Productivity and Utilization. **These will help you stand out** Previous experience in a Quality Assurance, Quality Analyst, Quality Coach or similar role within customer support or customer services Proven experience delivering coaching sessions, feedback conversations, and quality calibrations Ability to influence and communicate effectively across multiple stakeholders (Operations, Training, Quality, and Leadership) Strong documentation skills, with the ability to translate complex issues into clear and simple guidance for non‑experts ***Please, upload your resume in English.*** We're excited to meet people who our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role. **The Cognizant community:** We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive. * Cognizant is a global community with more than 300,000 associates around the world. * We don’t just dream of a better way – we make it happen. * We take care of our people, clients, company, communities and climate by doing what’s right. * We foster an innovative environment where you can build the career path that’s right for you. **About us:** 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. Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information. *Disclaimer:* *Compensation 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.* *Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.* d