Transcom is looking for talented individuals like you to join our awesome team! Be the next QA Specialist for our site.

Join our Transcom Family as a QA Specialist!

The QA Specialist provides quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are primary functions.

The primary role of a** QA Specialist is to monitor, listen, record, and evaluate agent phone calls according to the defined rules and processes of Transcom; and to improve customer satisfaction and to act proactively by providing feedback to Operations regarding agent performance.

Essential Duties & Responsibilities:

• Complete internal and external client calibration sessions
• Support the campaign by setting improvement programs and action plans for CSRs
• Provide accurate findings through written and verbal feedback to CSRs and management
• Reporting on completed projects and/or reviews (upon requests)
• Escalating quality deficiencies to TQM and/or Quality Lead
• Attend internal and external meetings (staff, client or other departments)
• Being a campaign expert for all campaigns in assigned site
• Gathering up-to-date information and integrating feedback into the best practices
• Handle internal and client complaint/escalations as required
• Informing Training, CS, and OPS of any gaps in contact handling or online guides
• Ensuring the team is well informed with all required campaign information
• Providing feedback to stakeholders on any new projects or test programs
• Analysing the usage of client or internal Knowledge database and taking actions accordingly.

What we are looking for:

• University degree or equivalent higher qualification
• English is a must and one of the other language as: Italian, Spanish, German or French
• Have worked in training, quality and/or operations department
• Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes
• Have a proven and successful track record of effective training in the CRM business or a closely related industry
• Have experience in monitoring/coaching skills related to behaviour-specific feedback
• Manage your time effectively and be focused on setting clear objectives and priorities
• Have worked in a data-driven environment.

What's in it for YOU

• International environment and collaboration with other colleagues across EMEA;

Transcom is looking for talented individuals like you to join our awesome team! Be the next QA Specialist for our site.

Join our Transcom Family as a QA Specialist!

The QA Specialist provides quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are primary functions.

The primary role of a** QA Specialist is to monitor, listen, record, and evaluate agent phone calls according to the defined rules and processes of Transcom; and to improve customer satisfaction and to act proactively by providing feedback to Operations regarding agent performance.

Essential Duties & Responsibilities:

• Complete internal and external client calibration sessions
• Support the campaign by setting improvement programs and action plans for CSRs
• Provide accurate findings through written and verbal feedback to CSRs and management
• Reporting on completed projects and/or reviews (upon requests)
• Escalating quality deficiencies to TQM and/or Quality Lead
• Attend internal and external meetings (staff, client or other departments)
• Being a campaign expert for all campaigns in assigned site
• Gathering up-to-date information and integrating feedback into the best practices
• Handle internal and client complaint/escalations as required
• Informing Training, CS, and OPS of any gaps in contact handling or online guides
• Ensuring the team is well informed with all required campaign information
• Providing feedback to stakeholders on any new projects or test programs
• Analysing the usage of client or internal Knowledge database and taking actions accordingly.

What we are looking for:

• University degree or equivalent higher qualification
• English is a must and one of the other language as: Italian, Spanish, German or French
• Have worked in training, quality and/or operations department
• Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes
• Have a proven and successful track record of effective training in the CRM business or a closely related industry
• Have experience in monitoring/coaching skills related to behaviour-specific feedback
• Manage your time effectively and be focused on setting clear objectives and priorities
• Have worked in a data-driven environment.

What's in it for YOU

• International environment and collaboration with other colleagues across EMEA;