We’re hiring

At Cognizant we have an adecuado opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant

We have an exciting opportunity for an exceptional individual to work supporting one of our client

Role Overview

The QA Team Leader oversees a team of Quality Analysts and ensures that quality standards, communication expectations, and client requirements are consistently met. This role combines leadership, analysis, process improvement, and stakeholder communication. You will guide the QA team, manage performance, lead calibrations, prepare documentation, and deliver insights to both internal leadership and the client. A high level of flexibility and adaptability is essential, as processes, expectations, and workflows evolve quickly in this environment.





Key Responsibilities
- Lead, mentor, and support a team of Quality Analysts; ensure consistent evaluation standards and high performance.
- Oversee quality monitoring across channels and ensure alignment with client communication style and expectations.
- Prepare, maintain, and store quality documentation, scorecards, guidelines, and calibration materials.
- Analyze QA results, team performance, and trends; identify gaps and improvement opportunities.
- Conduct capacity planning, workload distribution, and prioritization for the QA team.
- Drive team motivation through engagement activities, feedback loops, and development plans.
- Prepare and deliver quality reports for internal leadership and external business reviews.
- Lead internal QA calls, organize and run calibration sessions, and ensure scoring consistency.
- Communicate with the client on quality topics, insights, risks, and improvement act

📌 Customer Support Quality Lead (Guadalajara)
🏢 Cognizant
📍 Guadalajara