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
