Spanish Bilingual Quality Assurance Associate

About the role

Cognizant is seeking a Spanish‑bilingual Quality Assurance Associate to evaluate recorded agent interactions, ensure compliance with client standards, and support continuous improvement across contact‑center operations.

Key responsibilities

• Listen to recorded agent calls and assess adherence to the client’s rubric.
• Measure team‑wide compliance with client processes and calibration standards.
• Review case notes to verify proper protocol was followed.
• Identify calls for leadership review and scoring.
• Generate weekly, monthly and yearly quality‑metric reports for leadership.
• Assist in preparing weekly business‑review decks.
• Test incoming and outgoing scripts for quality conformance and suggest improvements.
• Analyze product complaints, maintain problem logs and report recurring issues.
• Support software, system and workflow testing, documenting findings for the leadership team.

Required profile

• Fluent in English and Spanish.
• College graduate or at least two years of college education.
• Minimum one year of experience in a similar QA role.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).
• Understanding of quality‑assurance terminology, methods and tools.
• Strong analytical, problem‑solving and decision‑making abilities.
• Ability to work independently with minimal supervision.

Required skills

• Google Suite (Sheets, Slides, Docs, Drive)
• Quality‑assurance terminology, methods and tools
• Testing best practices
• Version‑control practices
• Defect‑management processes