Role Overview

The QA Team Leader oversees a team of Quality Analysts and ensures that quality standards, communication expectations, and client requirements are consistently met. This role combines leadership, analysis, process improvement, and stakeholder communication. You will guide the QA team, manage performance, lead calibrations, prepare documentation, and deliver insights to both internal leadership and the client. A high level of flexibility and adaptability is essential, as processes, expectations, and workflows evolve quickly in this environment.

Key Responsibilities

• Lead, mentor, and support a team of Quality Analysts; ensure consistent evaluation standards and high performance.
• Oversee quality monitoring across channels and ensure alignment with client communication style and expectations.
• Prepare, maintain, and store quality documentation, scorecards, guidelines, and calibration materials.
• Analyze QA results, team performance, and trends; identify gaps and improvement opportunities.
• Conduct capacity planning, workload distribution, and prioritization for the QA team.
• Drive team motivation through engagement activities, feedback loops, and development plans.
• Prepare and deliver quality reports for internal leadership and external business reviews.
• Lead internal QA calls, organize and run calibration sessions, and ensure scoring consistency.
• Communicate with the client on quality topics, insights, risks, and improvement actions.
• Build, track, and report on action plans related to quality, efficiency, and customer satisfaction.
• Support deep dives into CSAT/DSAT, root‑cause analysis, and process improvement initiatives.
• Ensure QA insights translate into actionable recommendations for operations, training, and product teams.
• Demonstrate flexibility and adaptability to rapidly changing processes, priorities, and client expectations.

Required Experience & Skills

• 3 years of experience in BPO and Quality Assurance within customer support; previous leadership or mentoring experience preferred.
• Strong analytical and investigative mindset; ability to interpret data and identify root causes.
• Excellent communication skills; able to represent the QA function in internal and client‑facing discussions.
• Strong proficiency in Mexican Spanish (native or near‑native) and B2/B1 level English proficiency.; excellent verbal and written communication.
• Ability to evaluate nuanced communication and scenario‑based case handling.
• Experience preparing reports, documentation, and business review materials.
• Strong organizational skills for capacity planning, documentation management, and team coordination.
• Proactive, improvement‑oriented, and comfortable driving change.
• Ability to collaborate with cross‑functional teams and influence stakeholders.
• Flexibility to adapt quickly to new processes, tools, and evolving business needs.

Shift Requirements

Willingness to work in 24/7 rotational shifts during business requirements; Work from Office

Cognizant Competencies

Quality Mindset & Customer Focus
Data‑Driven Insights & Decision Making
Operational Discipline & Compliance
Stakeholder & Client Management
Continuous Improvement Leadership

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe than our culture make us stronger!

Join us now!

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