Job Responsibilities
- Evaluate customer interactions across voice (phone) and non-voice (email, chat, ticketing) channels against the Client's quality-scoring rubrics, using sampling, live monitoring, and review of approved system records.
- Assess agent communication, troubleshooting accuracy, customer empathy, and tone, meeting the minimum audit volumes per agent and the quality-score targets defined by the Client.
- Audit complex, high-judgment cases (e.g., ad appeals, campaign-performance guidance, policy enforcement) to ensure fair, accurate, consistent, and impartial application of the Client's Advertising Policies.
- Facilitate and participate in weekly quality-calibration sessions with Team Leaders, Operations Managers, and the Client's Compliance/Enablement and quality/operations teams to align on scoring standards and policy updates.
Qualifications:
- At least 2nd year college finisher (w/ no back subjects)
- With at least 2–3 year experience in a QA role
- Amenable to work onsite in Taguig
- Experience in Sales and Social Media related
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.
