As a Quality Analyst, you will make an impact will actively contribute to defining, adapting, and strengthening quality standards, while supporting agents, team leaders, and subject matter experts through ongoing feedback and guidance. You will be a valued member of the Brazil IOA CX Multi Channel Helpdesk team and work collaboratively with Partner with WFM, Training, and Client stakeholders for continuous improvement.

Willingness to work in 24/7 rotational shifts including nights, weekends, and public holidays. Work from Office

In this role, you will:

Partner closely with SMEs, Team Leaders, Trainers, and Agents to ensure high‑quality customer support aligned with standards and targets

Monitor, evaluate, and analyze customer interactions across supported channels to ensure adherence to quality guidelines and performance expectations

Provide regular, structured, and actionable quality feedback to CSRs, with a strong focus on continuous improvement

Identify quality gaps and work proactively to build, adapt, and update Quality Guidelines, especially during early stages of the project

Act as floor support with a quality focus, supporting agents in real time when needed

Collaborate with Floor Support, Trainers, and Team Leaders to identify recurring issues and contribute to training materials and refreshers, including new‑hire training inputs

Ensure alignment with Global quality directions and client expectations

Track and report quality trends, risks, and improvement opportunities to leadership

Work model: onsite

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo-SP.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

Solid experience in customer support environments, preferably within BPO or contact center operations

Strong understanding of quality concepts, QA frameworks, and performance metrics in customer support

Excellent verbal and written communication skills in Portuguese and English

Ability to quickly learn new products, processes, and quality standards in a fast‑evolving environment

Operational Metrics Knowledge: Service Level (SL), Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Quality Scores, Schedule Adherence & Shrinkage, Absenteeism, Abandonment Rate, Productivity and Utilization.

These will help you stand out

Previous experience in a Quality Assurance, Quality Analyst, Quality Coach or similar role within customer support or customer services

Proven experience delivering coaching sessions, feedback conversations, and quality calibrations

Ability to influence and communicate effectively across multiple stakeholders (Operations, Training, Quality, and Leadership)

Strong documentation skills, with the ability to translate complex issues into clear and simple guidance for non‑experts

Please, upload your resume in English.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.