Jobs in the United States

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Added 1 min ago
Quantitative Enterprise Risk Management Analyst
CVS Health
Remote, United States
Risk management position that supports CVS Health's Enterprise Risk Management (ERM) program across quantitative risk analysis, regulatory deliverables, and broader ERM activities. Working…
Added 1 min ago
Program and Planning Scheduling Analyst - Level 4
Northrop Grumman
Chandler, AZ
Must have the ability to obtain and maintain a U.S
Added 1 min ago
Lead Information Security Engr - DLP Governance
Wells Fargo
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Wells Fargo is seeking a Lead Information Security Analyst to support Data Loss Prevention (DLP) Governance. This role will sustain and mature governance activities that help keep DLP…
Added 1 min ago
Lead Wealth Underwriter - Specialty Finance Group
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Knowledge and understanding of FIS Optimist (or Moody's Risk Analyst)
Added 1 min ago
Business Credit Analyst
Wells Fargo
CHANDLER, AZ
Wells Fargo is seeking a Business Credit Analyst to support Home Lending Portfolio Credit Management. This role will develop and maintain credit risk reporting and dashboards, monitor Home…
Added 1 min ago
C
Real Time Analyst
Cognizant
Mesa, AZ
- $50,000 to $59,222 USD / year
…to transform a variety of business operations. The Real Time Analyst provides plans and real-time administration, strategies and technologies to optimize employee productivity. Utilizing…
Added 2 mins ago
Business Analyst - Sponsored Programs Financial Services
Highmark Health
Phoenix, AZ
…performance, subrecipient monitoring, tracking cost share and program income, effort reporting, reporting, other special test provisions, cash management invoicing, and clinical trial…
Added 2 mins ago
Quality Assurance Analyst
U-Haul
Phoenix, AZ
Our team is looking for a Quality Assurance Analyst to join the U-Haul family. This person must be ready to immerse themselves in the world of customer self-service. The applications…
Added 2 mins ago
AT
Technical Program Manager II
Akamai Technologies, Inc.
Phoenix, AZ
- $100,700 to $181,300 USD / year
Have professional experience as a Project Manager, Program Manager, Business Analyst, or Consultant supporting IT projects or programs
Added 2 mins ago
Senior Analyst, Product Engineer
CVS Health
Phoenix, AZ
…product database/general report and plan set up resources. SR Analyst, Product Engineer will set up the plans using a prototype control in CCI and PMA application to support the Small Group…
Added 2 mins ago
FP&A Analyst
RGP
Phoenix, AZ
We are seeking a highly analytical and business-focused FP&A Analyst to support the organization's financial planning, forecasting, budgeting, and strategic decision-making processes. This…
Added 2 mins ago
Associate, Product Support - SBO - Remote
SitusAMC
Phoenix, AZ
Experienced professional with 5+ years of industry and/or relevant experience, typically at a Senior Analyst or Analyst level role or external equivalent.
Added 2 mins ago
Quantitative Risk Analyst Senior – Stress Testing and Scenario Design
USAA
Phoenix, AZ
We offer a flexible work environment that requires an individual to be in the office 4 days per week · This position can be based in one of the following locations: San Antonio, TX, Colorado Springs, CO or Plano, TX
Added 2 mins ago
Clinical Excellence Provider Data Technical Analyst
Intermountain Health
Phoenix, AZ
Added 2 mins ago
Mid-Level Decision Science Analyst - P&C Underwriting Analytics
USAA
Phoenix, AZ
However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week
Added 2 mins ago
RN Trainer Auditor PRN
Intermountain Health
Phoenix, AZ
Work collaboratively with SelectHealth’s HEDIS Manager, Quality Consultants, and Data Analyst
Added 2 mins ago
Business Support Analyst Senior - Corporate Impact
USAA
Phoenix, AZ
We offer a flexible work environment that requires an individual to be in the office 4 days per week
Added 2 mins ago
Cyber Information Assurance Analyst I
Arizona Public Service
PHOENIX, AZ
…security design; Information Assurance Vulnerability Management program (IAVM) and other information assurance…
Added 2 mins ago
EG
People Data Analyst
Eliassen Group
Phoenix, AZ
- $65 to $80 USD / hour
Our client seeks a highly engaged and curious People Data Analyst to support People Analytics with additional analytical capacity across HR data, talent, performance, and employee…
Added 2 mins ago
Project Manager/Business Analyst – Digital Health Transformation
Eliassen Group
Phoenix, AZ
Our client, a small clinical-stage biotech focused on cardiovascular medicines, seeks a Project Manager/Business Analyst to lead a digital health transformation initiative for a part-time,…
Added 9 mins ago
Senior Business Analyst
Adept Consulting Services, Inc.
Remote, United States
This opportunity is suited to a senior-level business analyst who can support a high-visibility program through requirements work, testing, implementation support, and cross-functional…
Added 9 mins ago
J
Client Delivery Analyst III (CDE PMO)
Jobgether
Remote, United States
- $75,800 to $117,500 USD / year
…and next steps. Our partner is looking for a Client Delivery Analyst III (CDE PMO) based in the United…
Added 17 mins ago
PG
Senior Marketing Sciences Analyst, Enterprise Accounts
Publicis Groupe Holdings B.V
Chicago, IL
- $112,290 to $161,280 USD / year
Must have experience within AdTech, MarTech, or an advertising agency, particularly supporting enterprise advertisers in e-commerce, retail, trav
Added 18 mins ago
Innovation Analyst
Signature Aviation
Almont, CO
The Commercial Innovation Analyst serves as the dedicated business product owner and innovation partner for assigned Commercial products, platforms, and business capabilities. Acting as the…
Added 18 mins ago
Quantitative Enterprise Risk Management Analyst
CVS Health
Remote, United States
Risk management position that supports CVS Health's Enterprise Risk Management (ERM) program across quantitative risk analysis, regulatory deliverables, and broader ERM activities. Working…

Cognizant

Call Center Quality Analyst

Mesa, AZ, United States

$28.84 USD / hour

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Job details

Pay: $28.84 USD / hour
Posting language: English
Posted: Oct 31, 2026

Original job description

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Quality Analyst combines standard quality assurance monitoring with advanced, expert-level understanding of program workflows, client communication rubrics and technical systems. Operating above standard evaluation duties, this role functions as a critical bride between Quality Assurance, Training and Operations. 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. You will translate raw quality metrics into actionable insights, providing direct written and verbal feedback to both front-line agents and senior leadership to drive program-wide excellence.

Please note that this role is Fully Onsite in Mesa, AZ . Only local candidates will be considered.

Role Responsibilities

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.

Required Skills and Qualifications

At least a High School Diploma or equivalent is required (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.
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.
Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.

Salary and Other Compensation:

The hourly rate for this position is $28.84 per hour.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan

Disclaimer: The hourly rate, other compensation, and benefits 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.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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Jobs in the United States