Quality Analyst

About the role

The SME (Subject Matter Expert) Level Quality Analyst combines standard quality assurance monitoring with advanced, expert-level understanding of Waymo workflows, client communication rubrics and technical systems. Operating above standard evaluation duties, this role functions as a critical bridge between Quality Assurance, Training and Operation.

Responsibilities

The ideal candidate will monitor inbound/outbound contact responses to assess associate professionalism, empathy, and protocol conformity, while simultaneously leading deep-dive calibrations, root-cause compliance investigations, and script/software performance testing.

• Quality Monitoring & Feedback Interaction Evaluation: Listen to and review assigned recorded or live agent interactions (calls, chats, emails) to assess professionalism, empathy, effectiveness, and strict adherence to the client's rubric and compliance guidelines.
• Case & Protocol Audit: Review case notes, problem logs, and ticket logging systems to ensure proper protocol, case categorization accuracy, and regulatory requirements were followed.
• Direct Coaching: Sit with agents to monitor contacts and provide real-time, constructive verbal and written feedback via structured scorecards.

Calibration & Trend Analysis

• Lead Calibrations: Drive internal and client-facing quality calibration sessions to ensure scoring consistency across all supervisors, quality associates, and stakeholders.
• Root-Cause Analysis: Conduct deep-dive investigations into low-scoring interactions, high-risk cases, and product complaints to identify systemic gaps and recurring issues.
• Cross-Functional Partnership: Partner directly with Training and Operations to build targeted knowledge management modules, specialized behavioral talk tracks, and remedial coaching frameworks based on identified quality trends.

Reporting & Documentation

• Performance Insights: Synthesize quality data and distribute weekly, monthly, quarterly, and yearly reporting of quality metrics and trend analyses to the leadership team.
• Business Reviews: Provide comprehensive support to leadership in preparing weekly business review decks, offering recommendations to improve existing workflows based on customer and client input.

Technical Testing & Process Improvement

• Script & Workflow Conformance: Test incoming and outgoing contact scripts, workflow updates, and software/hardware platforms for errors and defects prior to and during deployment.
• Defect Management: Maintain problem logs, report technical findings to product development, and assist in documenting workarounds or resolutions for software/hardware issues.
• Frontline Proficiency: Keep process knowledge perfectly updated by occasionally taking frontline phone calls and handling live customer support channels.

Requirements

• Education: High School Graduate or equivalent work experience (Bachelor's degree preferred).
• Experience: 2–3 years of experience within a contact center client service or quality assurance environment, with a proven track record of functioning as a Subject Matter Expert (SME) on complex or technical workflows.

Skills

• Technical Savvy: Proficiency with Google Suite (Sheets, Slides, Docs, Drive) and CRM platforms, alongside advanced spreadsheet skills to synthesize raw data into clear, written root-cause analysis decks.
• QA Expertise: In-depth knowledge of quality assurance terminology, calibration methodologies, testing best practices, defect management, and compliance auditing.
• Soft Skills: Exceptional interpersonal, verbal, and written communication skills. Ability to remain calm, courteous, and confidential under pressure while navigating tense situations during busy hours.
• Attributes: Sharp attention to detail, meticulous organization, strong analytical problem-solving skills, and a great team-player attitude with the ability to work with minimal supervision.

Physical Requirements

Able to sit, stand, and walk around the floor for long hours at a time to support agents.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.