Posted by Cognizant is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses.
QUALITY ASSURANCE ANALYST
Job Description:
Part of the Rider Support team at the front lines of managing customer expectations, calming nerves and providing general support for our users as they join us on this path towards safer and more comfortable transport.
Responsible for responding to customer contacts across phone, email and chat channels, providing troubleshooting advice, and ensuring our customers have a great experience with this new technology
Provide guidance and support to our riders via phone, chat, and email
Compose thoughtful, concise messages that align with Waymo’s voice across all channels
Monitor rider interactions through visual and audio prompts in our internal tools
Escalate issues that arise while troubleshooting to Team Leads
Monitor user interactions and prioritize inquiries through our internal CRM system
Maintain up to date knowledge of Waymo’s self-driving technology, our service, and M
Messaging by completing new trainings and knowledge checks in a timely manner
Work in time-sensitive situations under pressure in a user-focused environment
Meet internal metrics such as quality, performance SLAs and shift adherence