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!
Role Overview
- Monitor inbound and outbound calls for quality assurance, ensuring agents adhere to scripts, procedures, and compliance regulations.
- Evaluate agent performance based on criteria such as accuracy, empathy, communication clarity, and adherence to policies.
- Provide detailed feedback and actionable insights to agents based on call evaluations, focusing on areas of improvement and best practices.
- Collaborate with the training team to recommend coaching sessions or refresher courses for agents needing improvement.
- Generate reports on call quality scores, trends, and agent performance metrics.
- Work closely with supervisors, managers, and other stakeholders to recommend changes that enhance the overall quality of patient experience.
- Assist in updating call scripts, procedures, and quality standards to align with evolving business needs and customer expectations.
- Follow and maintain all compliance standards
- Stay current on all business updates, procedures and QCP.
- Attend calibration sessions to align quality scoring criteria across the quality and operations teams.
- Serve as point of contact for all quality-related queries for internal and external stakeholders.
Qualifications:
- At least 2 years finisher of any college course
- w/ at least 2 years of QA experience
- w/ experience in handling Insurance Brokerage account
- w/ experience in handling other type of Insurance campaign is also a plus
- amenable to work onsite and night shift in Taguig
Why Join Us
At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.
- Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
- Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
- Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.
Your future starts here—grow, thrive, and make an impact with Cognizant.
