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 of contact‑center processes. The role combines listening, analysis, reporting, and testing activities to maintain high‑quality customer experiences.

Key responsibilities

• Listen to recorded agent calls and assess adherence to the client’s rubric.
• Measure team‑wide adherence to client processes and calibration standards.
• Review case notes to verify 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.
• Distribute weekly, monthly, and yearly quality‑metric reports to leadership.
• Support leadership in preparing weekly business‑review decks.
• Test incoming and outgoing contact scripts for quality conformance and recommend improvements.
• Provide written scorecards to associates and leadership.
• Contribute to QA standards and company processes for all contact scripts.
• Analyze product complaints, ensuring closure aligns with guidelines and regulations.
• Maintain and analyze problem logs to report 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.
• Offer recommendations to improve existing products based on client and customer input.

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.
• Attention to detail and ability to work with minimal supervision.
• Capability to sit, stand, and walk for long periods.

Required skills

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