job description
Join Transcom as a Quality Specialist in beautiful Bali! We are a global leader in customer experience solutions, committed to fostering an inclusive and diverse workplace. In this role, you will ensure the highest standards of service quality, driving excellence in customer interactions and operational efficiency.
As a Quality Specialist, you will play a pivotal role in monitoring, evaluating, and improving service delivery. Your expertise will help shape training programs, refine processes, and elevate customer satisfaction. This is a fantastic opportunity for a detail-oriented professional passionate about quality assurance and continuous improvement.
Transcom offers a dynamic work environment, competitive compensation, and opportunities for career growth. If you thrive in a collaborative setting and are eager to make an impact, we’d love to hear from you!
Responsibility
- Monitor and evaluate customer interactions to ensure adherence to quality standards.
- Provide constructive feedback to agents and teams to enhance performance.
- Develop and implement quality assurance policies and procedures.
- Analyze performance metrics and identify trends for improvement.
- Collaborate with training teams to design and deliver effective coaching programs.
- Conduct regular audits and calibration sessions to maintain consistency.
- Prepare detailed reports on quality performance and recommendations.
- Stay updated on industry best practices and regulatory requirements.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 2 years of experience in quality assurance, customer service, or a similar role.
- Strong analytical skills with a keen eye for detail.
- Excellent communication and interpersonal skills.
- Proficiency in data analysis tools and Microsoft Office Suite.
- Ability to work independently and manage multiple priorities.
- Certification in quality management (e.g., Six Sigma) is a plus.
- Fluency in English; additional languages are an advantage.