Spanish Bilingual - Quality Assurance Associate

Join us and Be Cognizant!

Key Responsibilities:

• Listen to assigned recorded agent calls and assess adherence to the client’s rubric.
• Measure team-wide adherence to Client processes and calibration standards.
• Review all case notes to ensure proper protocol was followed during phone calls/chats.
• Assist in identifying 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 reporting of quality metrics to the leadership team.
• Provide support to 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 quality assurance standards and company processes for all contact scripts.
• Analyze and investigate product complaints as requested, ensuring closure aligns with company guidelines and regulatory requirements.
• Maintain and analyze problem logs to identify and report recurring issues to management and product development.
• Assist with testing software, systems, and workflows for errors before and during deployment, reporting findings in writing to the leadership team.
• Assist with creating reports documenting workarounds or resolutions for software or hardware fixes.
• Offer recommendations to improve existing products by sharing client and customer input.

Required Skills/Qualifications:

• Proficient in both English and Spanish language
• College graduate, or completed at least two years of college education
• Minimum of one year of solid experience in a similar role
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).
• Knowledge of quality assurance terminology, methods, and tools.
• Analytical, problem-solving, and decision-making skills.
• Demonstrated knowledge of testing best practices, version control practices, and defect management practice.
• In-depth understanding of industry standards and company policies.
• Good customer focus.
• Sharp attention to detail.
• Strong analytical and problem-solving skills.
• Meticulous and diligent attributes regarding working knowledge of products and processes.
• Great team player with the ability to work with minimal supervision.
• Able to sit, stand, and walk around for long hours at a time.

Additional Qualifications:

• Strong problem-solving skills and excellent attention to detail.
• Effective interpersonal skills (verbal and written).
• Flexible and adaptable to changing business environments, promoting change and its positives related to growth.
• Ability to remain calm and courteous under pressure, navigate tense situations, and maintain confidentiality.

• Competitive Salary & Benefits – Earn well while enjoying great perks
• Career Growth – Clear paths for promotions and skill development
• Supportive Work Environment – Join a team that values you
• Comprehensive Training – No experience? No problem! We’ve got you covered
• Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step? Apply today!