General Information

Location
Tirana
Job ID
12351
Job Category
Operations
Language Requirement
English

Description & requirements

Description
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;
  • Work-life balance;
  • Upskilling and mentorship;
  • Freedom and empowerment;
  • Competitive salary;
  • Flexible hybrid work model;
  • Continuous development through our diversified learning platforms, guided by training and our Transcom University


What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together in Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in.




“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”