Rider Support & Quality

Team Lead Position At Cognizant

Cognizant is a large IT consulting firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire additional teams leads. This role is on site, and all candidates must reside in the United States.

Job Summary

As part of the rider support center of excellence, you will play a hands-on role in driving performance consistency, knowledge alignment, and process improvements across the rider support function. You will serve as the bridge between front-line agents and operational leadership, ensuring that every rider interaction reflects quality, empathy, and resolution efficiency.

Key Responsibilities

• Serve as the process and policy expert for rider support, including handling of escalations, exceptions, and special-case procedures.
• Maintain and update knowledge bases, SOPs, and playbooks in collaboration with training and ops teams.
• Conduct regular audits of rider interactions (calls, chats, tickets) and evaluate performance against set quality standards.
• Deliver structured, actionable feedback to front-line agents and work with team lead to track improvements.
• Participate in calibration sessions to ensure inter-rater reliability across QA teams.
• Assist with onboarding and continuous learning for rider support agents by providing scenario-based training, job aids, and refresher sessions.
• Conduct needs analysis based on support metrics and recommend focus areas for upskilling or retraining.
• Analyze performance data (CSAT, AHT, QA scores, FCR) and provide insights for performance improvement.
• Identify systemic issues based on trends and escalate to team lead for further action or resolution.
• Work cross-functionally with ops, product, and cx to contribute to pilot projects, beta tests, and rollout planning for new tools and workflows. Experience with policy drafting, and auditing.
• Participate in voice-of-the-customer programs by surfacing rider pain points and feedback themes.

Required Skills and Experience

Experience: 35 years in customer support or quality analyst roles, preferably in logistics, ride-sharing, or high-volume support environments. Should have experience in call centre management.

Expertise: Strong grasp of QA frameworks, escalation processes, customer service best practices, and basic scripting. Skills: Detail-oriented, excellent written/verbal communication, ability to coach and influence without authority. Tools: Zendesk, Salesforce, QA platforms (e.g., playvox, maestroqa), Google Sheets/Excel, Notion/Confluence. Traits: Empathetic, analytical, solutions-focused, team-oriented.

Salary and Other Compensation

Applications will be accepted until July 11th, 2025.

The hourly rate for this position is $25-$33 per hour, depending on experience and other qualifications of the successful candidate.

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

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 will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

The Cognizant community:

• Cognizant is a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
• Cognizant is a global community with more than 300,000 associates around the world.
• We dont just dream of a better way we make it happen.
• We take care of our people, clients, company, communities and climate by doing whats right.
• We foster an innovative environment where you can build the career path thats right for you.

About us:

Cognizant is one of the worlds 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. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes Worlds Best Employers 2024) is consistently listed among the most admired companies in the world.

What we offer:

• The chance to work with impact. Here, youre empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each others experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

Other employment-related information:

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email careersna2@cognizant.com with your request and contact information.

While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.