Quality Analyst

6 days ago

Budapest, Budapest, Hungary Cognizant Technology Solutions Full time 1,200,000 - 2,400,000 per year
Quality Analyst & Knowledge Manager – German Speaker

About the role

As a combined Quality Analyst & Knowledge Manager, you will make an impact by ensuring service quality and driving knowledge management processes across global teams. You will be a valued member of the CIS team, collaborating with operations managers, team leads, and other stakeholders to maintain high standards and continuous improvement.

In this role, you will:

  • Conduct daily quality audits and provide timely coaching to analysts.
  • Implement corrective and preventive actions to ensure compliance with quality standards.
  • Prepare consolidated weekly and monthly reports for leadership.
  • Monitor interactions and ensure adherence to SLA/KPI metrics.
  • Develop, customize, and maintain knowledge management processes.
  • Create, update, and retire knowledge base articles to ensure accuracy and compliance.
  • Monitor contributions in the knowledge platform and report usage metrics to leadership.
  • Provide training and coaching to team members, including refresher and new joiner sessions.
  • Liaise with resolver units and stakeholders to maintain up-to-date knowledge content.

Work model

Hybrid (specific days onsite as per business requirements).

What you need to have to be considered

  • Strong understanding of SLA/KPI frameworks.
  • Familiarity with continuous improvement methodologies.
  • Excellent communication and stakeholder management skills.
  • Ability to work in a global, fast-changing environment.
  • Comfortable with knowledge systems and reporting tools.
  • Language skills: C1 or above in German, and intermediate English.

These will help you stand out

  • Experience in quality management and audits.
  • Knowledge of ISO standards and operational maturity frameworks.
  • Strong coaching and training capabilities.
  • Experience in IT service desk or knowledge management roles.

What we offer

We can offer:

  • Multilingual environment
  • Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies.
  • Easy to access location and modern office building
  • Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
  • Reimbursable language courses
  • Inclusive and enjoyable team-building and company events with fun activities for everyone
  • High value awards and recognitions, annual bonus for top performers, and annual salary review

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