Spanish Bilingual Quality Assurance Associate

About the role

Cognizant is seeking a Spanish‑English bilingual Quality Assurance Associate to evaluate recorded agent interactions, ensure compliance with client standards, and support continuous improvement across contact channels. The role blends call‑center monitoring with software testing and reporting to help drive high‑quality customer experiences.

Key responsibilities

• Listen to recorded agent 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.
• Maintain process knowledge by handling frontline phone calls.
• Identify trends in low‑scoring interactions and report findings.
• Distribute weekly, monthly, and yearly quality metrics reports to leadership.
• Support leadership in preparing weekly business review decks.
• Test incoming and outgoing contact scripts for quality conformance and suggest improvements.
• Provide written scorecards to associates and leadership.
• Contribute to QA standards and processes for all contact scripts.
• Analyze product complaints, ensuring closure aligns with guidelines and regulations.
• Maintain and analyze problem logs to highlight recurring issues.
• Assist with testing software, systems, and workflows for errors before and during deployment.
• Create reports documenting workarounds or resolutions for software/hardware fixes.
• Share client and customer input to recommend product enhancements.

Required profile

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

Required skills

• Google Suite (Sheets, Slides, Docs, Drive)