Informacje o stanowisku

In Poland, our offices are located in Gdańsk, Wroclaw, and Kraków. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits. Be Cognizant!

About the role

We are seeking a proactive Quality Analyst to support our Creator Engagement and Outreach team by ensuring top-notch quality standards across all creator interactions. This role involves auditing calls, chats, and emails to ensure that team members meet engagement standards, deliver consistent, high-quality support, and adhere to processes that enhance creator satisfaction. As a Quality Analyst, you’ll be key in identifying trends, generating insights, and driving improvements that elevate the creator experience and ensure smooth operations across outreach channels.

• Quality Audits: Conduct regular audits of outreach channels (calls, chats, emails) to assess adherence to predefined scripts, communication standards, and process guidelines. Ensure all interactions reflect professionalism, accuracy, and consistency.
• Performance Monitoring and Reporting: Track key quality metrics, analyze performance data, and generate reports that provide insights into engagement quality, including success rates, creator feedback, and adherence to best practices.
• Process Improvement Collaboration: Identify and suggest improvements for outreach and engagement processes, collaborating closely with the Team Lead and Community Support Specialists to implement recommendations effectively.
• Root Cause Analysis and Feedback: Conduct root cause analyses on quality-related issues, offering clear feedback and action plans to improve performance and optimize outreach strategies.
• Documentation and Compliance: Maintain comprehensive documentation of all audit processes, findings, and quality improvement initiatives. Ensure compliance with internal quality standards and contribute to updates in quality assurance protocols.
• Training and Development Support: Assist the Team Lead in identifying skill gaps within the team based on audit results and collaborate on targeted training sessions to enhance team performance.
• Trend Analysis and Insights Generation: Monitor engagement trends, tracking recurring themes and opportunities for improvement. Share actionable insights with stakeholders to support the development of new approaches in creator engagement.

• Proficiency in Portuguese language at least C1 level and English at B2 level.
• Experience: 2-4 years in quality analysis, preferably in a customer support, community management, or digital engagement environment. Experience with auditing outreach channels (calls, chats, emails) is highly desirable.
• Analytical Skills: Strong analytical abilities to interpret data, identify patterns, and make data-driven recommendations that enhance quality and performance.
• Communication Skills: Excellent communication skills with the ability to provide constructive, actionable feedback and collaborate effectively across teams.
• Attention to Detail: Exceptional attention to detail, essential for conducting thorough audits and identifying areas for improvement.
• Problem-Solving Abilities: Skilled in conducting root cause analyses, developing corrective actions, and proposing solutions to enhance creator engagement quality.
• Technical Proficiency: Familiarity with quality management tools, CRM systems, and proficiency in MS Office (Excel, Word, PowerPoint) to support reporting and data analysis.
• Collaboration and Teamwork: Ability to work closely with cross-functional teams to implement quality improvements and ensure alignment with team objectives.

• Extensive benefits package: Multisport Card, LuxMed medical healthcare including dental care, life insurance, cafeteria benefits.
• Open-minded and multinational environment.
• Opportunity to be part of a global organization focused on development.
• Professional development and clear career path.
• Training & development opportunities including language courses.

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