Quality Auditor - Remote

Cognizant Technology Solutions • Austin, TX

410d • $39,520 - $41,600 • Remote

About The Position

The Quality Auditor role at Cognizant involves ensuring the quality of customer service interactions and training processes within the organization. This position is responsible for authoring quality control plans, defining quality metrics, and providing training and mentorship to enhance the performance of associates. The role requires a strong focus on process improvement and collaboration with internal and external stakeholders to maintain high-quality standards in service delivery.

Requirements

• High school diploma or equivalent is required.
• Experience working in a customer or patient facing role.
• 2+ years of experience in providing training and quality support to customer care contact center programs.
• Excellent communication skills (oral/written).
• Multi-lingual skills are a strong plus (Spanish).
• Excellent presentation skills.
• Proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-sheets).
• Sound understanding of Good Clinical Practices (GCP).
• Understanding of medical billing is a plus.

Nice To Haves

• 2-4 years undergraduate degree or certification is a plus.

Responsibilities

• Author Quality Control Plan (QCP) for the engagement in accordance with Natera's framework.
• Define potential quality metrics, collect metrics to prepare quality reports and identify trends and training needs for Pre-test Estimates (PTE) associates.
• Train, coach and mentor to contribute to specialized call handling knowledge to drive individual and overall quality performance of the engagement.
• Design and review the quality evaluation form.
• Serve as point of contact for all quality related queries for internal and external stakeholders.
• Facilitate internal and external calibration sessions if required.
• Analyze quality related data points to recommend changes in process.
• Maintain database of quality related defects / escalations identified internally and externally.
• Responsible for best practice sharing within the team.
• Provide support to team as Subject Matter Expert (SME).
• Responsible for all training related activities of all projects assigned.
• Responsible for execution of and compliance with all Cognizant training process activities.
• Facilitate classroom training to teach program product knowledge, call handling skills, customer service / sales skills and program process and procedures.
• Monitor agent calls and agent performance to identify training gaps.
• Maintain class attendance and performance records of agents in training.
• Act as subject matter expert and co-facilitate in mentoring new resources during their training period.
• Participate in cross-functional and cross-business process improvement initiatives.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED