Customer Solution Quality Assurance Specialist

The Customer Solutions Quality Assurance Specialist is a professional who is responsible for monitoring, inspecting, and proposing measures to correct or improve the overall qualities provided the TCIS and the services. The Quality Assurance Specialist has a responsibility to perform routine inspections and work with various teams to correct issues that arise in the production process.

Key Tasks and Responsibilities

• Verifies call and email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
• Regularly provide coaching, training and development to the Customer Solutions Specialists along with Customer Solutions Team Leaders
• Oversee quality assurance including contact monitoring, evaluation and calibration scoring
• Analyze quality and performance trends to provide recommendations for improvement
• Provides feedback to management by monitoring contacts, participating in support sessions
• Ensure team awareness regarding all processes, procedures and technical documentation relevant to the department.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Technical :

Behavioral :

Qualifications [EDUCATION and / or EXPERIENCE]

Languages

Fluent English (Speech, Written, Reading, Comprehension) B2 or higher), with the ability to communicate professionally and confidently in English at all levels.

Benefits

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.