About the Role

We are looking for highly analytical, detail-oriented, and quality-focused professionals to join our team as a Subject Matter Expert (SME) / Quality Analyst - Individual Contributor (IC). This opportunity is ideal for candidates with experience in Quality Auditing, Content Moderation, Quality Assurance, Process Excellence, Operational Quality, Content Review, Compliance Monitoring, and Team Coaching.

The role involves conducting quality audits, identifying process gaps, driving continuous improvement initiatives, providing coaching and feedback, and ensuring adherence to quality standards across content review operations. The ideal candidate should possess strong analytical abilities, auditing experience, communication skills, and a passion for operational excellence. This is an Individual Contributor (IC) role and does not involve people management responsibilities.

General Guidelines :

1. Participation is limited to the first 350 eligible candidates reporting between 9:00 AM - 10:00 AM.
2. Candidates must possess relevant experience in Quality Auditing, Content Review, Quality Assurance, Compliance Operations, or Process Excellence.
3. Personal laptops, tablets, or other electronic devices are not permitted during the interview process.
4. Candidates are advised to carry a mobile charger as the interview and assessment process may extend throughout the day.
5. Applicants must be Graduates. Candidates currently pursuing full-time education are not eligible.
6. The role operates in a 24x7 work environment supporting global customers and requires flexibility to work in rotational shifts and rotational week-offs.
7. Immediate joiners will be preferred.
8. Candidates should demonstrate strong analytical and problem-solving capabilities.
9. Strong communication and stakeholder management skills are mandatory.
10. Candidates should be comfortable working in a fast-paced, metrics-driven operational environment.
11. The role may require interaction with multiple cross-functional stakeholders to support quality objectives.
12. High attention to detail and commitment to maintaining quality standards is essential.
13. Candidates should possess strong coaching and mentoring capabilities.
14. Candidates must be willing to work as an Individual Contributor and drive process excellence within the project.
15. Notice period preference: Immediate joiners or candidates serving a notice period of 15 days will be highly preferred.

Eligibility Criteria :

1. Bachelor's Degree in any discipline.
2. 3 to 5 years of experience in Quality Auditing, Quality Assurance, Content Moderation, Content Review Operations, Process Excellence, Compliance Operations, or related domains.
3. Strong hands-on experience in quality audits and performance evaluation.
4. Robust understanding of quality frameworks, operational processes, and audit methodologies.
5. Experience in conducting coaching sessions and delivering performance feedback.
6. Good working knowledge of MS Excel, reporting tools, and performance dashboards.
7. Strong verbal and written communication skills.
8. Ability to manage multiple priorities and independently drive deliverables.
9.



Experience working in customer-focused and SLA-driven environments.

Key Responsibilities :

1. Act as the Subject Matter Expert for Quality Operations and provide domain expertise on quality processes and operational standards.
2. Conduct regular quality audits to ensure accuracy, compliance, and adherence to process guidelines.
3. Monitor individual and team quality performance through audit scores and operational metrics.
4. Identify trends, quality gaps, and recurring errors impacting overall process performance.
5. Provide timely, constructive, and actionable feedback to team members.
6. Conduct coaching sessions to improve quality performance and reduce recurring errors.
7. Perform detailed root cause analysis and recommend corrective and preventive actions.
8. Drive continuous process improvement initiatives to enhance quality, productivity, and operational efficiency.
9. Collaborate with Operations, Training, Policy, and Support teams to improve process outcomes.
10. Create and maintain SOPs, quality guidelines, process documentation, and knowledge repositories.
11. Conduct calibration sessions, refresher trainings, and knowledge-sharing workshops.
12. Analyze quality metrics, generate reports, and communicate insights to stakeholders.
13. Support onboarding and quality certification activities for new hires.
14. Identify and escalate process, policy, or system-related issues impacting operational quality.
15. Contribute towards achieving business goals, quality targets, customer expectations, and compliance requirements.

Mandatory Skills :

1. Quality Auditing
2. Quality Assurance Operations
3. Content Moderation / Content Review Processes
4. Performance Monitoring
5. Quality Scorecard Management
6. Root Cause Analysis (RCA)
7. Process Improvement
8. Coaching & Feedback Delivery
9. Knowledge Management
10. Reporting & Data Analysis
11. Advanced MS Excel
12. Stakeholder Communication
13. Escalation Management
14. Problem Solving & Critical Thinking
15. Analytical Skills
16. Process Compliance
17. Operational Excellence

Preferred Skills :

1. Experience in Content Moderation, Trust & Safety, or Online Safety Operations.
2. Knowledge of policy enforcement and content quality frameworks.
3. Exposure to Text, Image, Video, and User-Generated Content review processes.
4. Experience working with quality dashboards and reporting tools.
5. Knowledge of process improvement methodologies and operational excellence practices.
6. Working knowledge of Power BI, Tableau, SQL, or similar reporting tools.
7. Experience conducting calibration exercises and quality alignment sessions.
8. Ability to interpret performance metrics and transform insights into improvement plans.
9. Experience supporting training, onboarding,



and certification programs.
10. Certifications in Quality Management, Lean, Six Sigma, Process Excellence, or related domains will be advantageous.

Preferred Candidate Profile :

1. Proven experience working in Quality, Audit, Compliance, Content Review, or Operational Excellence environments.
2. Strong expertise in quality auditing, performance evaluation, and process governance.
3. Ability to independently handle critical quality deliverables and audit responsibilities.
4. Strong coaching, mentoring, and performance development capabilities.
5. Excellent stakeholder management and communication skills.
6. Strong focus on quality, compliance, accuracy, and continuous improvement.
7. Ability to manage multiple priorities in a agile operational environment.
8. Strong analytical thinking and problem-solving abilities.
9. Strong organizational and time-management skills.
10. Demonstrates accountability, ownership, and a continuous learning mindset.
11. Positive attitude with the ability to collaborate effectively across cross-functional teams.
12. Comfortable working as an Individual Contributor (IC) without direct people management responsibilities.

Interview Guidelines for SME / Quality Analyst (IC) Role :

- This is an Individual Contributor (IC) role and not a people management role.
- Candidates should possess strong hands-on experience in Quality Audits, Content Moderation, Compliance, or Quality Assurance operations.
- Candidates should demonstrate solid auditing, coaching, and root cause analysis capabilities.
- Candidates should be open to Work From Office or Hybrid requirements as defined by business needs.
- Must possess valid educational and employment documents supporting all experience claimed in the profile.
- Candidates serving 15 days notice period or immediate joiners will be preferred.
- Strong communication skills and stakeholder handling abilities are mandatory.
- Preference should be given to candidates demonstrating practical auditing expertise and operational quality improvements rather than only theoretical knowledge.
- Candidates should have experience handling Text, Image, Video, or User Generated Content quality review processes.
- Strong working knowledge of Excel and reporting tools should be assessed during interviews.

Why Join Us?

1. Opportunity to work on large-scale global content review and quality operations.
2. Exposure to diverse content types including Text, Image, Video, and User-Generated Content.
3. Structured learning and professional development opportunities.
4. Opportunity to influence operational quality and process improvement initiatives.
5. Work alongside highly skilled Quality, Operations, Policy, and Training teams.
6. Hands-on involvement in coaching, process optimization, and performance excellence programs.
7. Cooperative and growth-focused work environment.
8. Strong career progression opportunities across Quality, Operations, Training, Policy, and Process Excellence functions.
9. Opportunity to develop deep domain expertise as a recognized Subject Matter Expert and Quality Leader within the organization.

📌 Walk-in || SME - Content Moderation (Hyderabad)
🏢 Cognizant
📍 Hyderabad