Bilingual Spanish-English Quality Assurance Associate

About the role

Cognizant is seeking a bilingual Spanish‑English 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 calls and assess adherence to client rubrics.
• Measure team‑wide compliance with processes and calibration standards.
• Review case notes for proper protocol during calls and chats.
• 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.
• Provide written scorecards to associates and leadership.
• Analyze product complaints, maintain problem logs, and report recurring issues.
• Support software, system and workflow testing, documenting findings and workarounds.

Required profile

• Fluent in both English and Spanish.
• College graduate or at least two years of college education.
• Minimum one year of experience in a similar QA or testing role.
• Strong analytical, problem‑solving and decision‑making abilities.
• Ability to work independently and as part of a team.

Required skills

• Proficiency with Google Suite (Sheets, Slides, Docs, Drive).
• Knowledge of quality‑assurance terminology, methods and tools.
• Understanding of testing best practices, version‑control practices and defect‑management processes.