Transcom

Join our Transcom Family as a Quality Specialist.

Responsibilities:

1. Quality Assurance:

• Conduct regular audits of customer interactions (calls, chats, emails) to assess service quality and ensure compliance with established protocols.

• Provide detailed and constructive feedback to agents and Team Leads on improving service delivery and technical accuracy.

• Collaborate with the QA team to refine metrics and standards, ensuring they reflect current best practices and business goals.

2. Process and Product Expertise:

• Leverage comprehensive knowledge of Samsung products and support processes to assess and improve the quality of customer interactions.

• Act as a subject matter expert (SME) in specific product areas, providing insights and guidance to the team on complex technical issues.

• Stay updated on new Samsung products, features, and updates, ensuring that the team’s knowledge base is current and relevant.

3. Data Management and Analysis:

• Work with the data generated by the Netomi copilot to identify trends, common issues, and opportunities for improving automated responses.

• Clean, organize, and maintain the knowledge base used by the copilot, ensuring that the information is accurate, up-to-date, and easy for agents to utilize.

• Collaborate with the Netomi team to fine-tune the copilot’s performance, making sure it delivers the most relevant and effective insights during customer interactions.

4. Knowledge Base Refinement:

• Regularly review and update the knowledge base to reflect the latest information about Samsung products and support processes.

• Ensure that the knowledge base is structured in a way that allows for quick and easy access by both the copilot and human agents.

• Solicit feedback from agents and Team Leads on the effectiveness of the knowledge base, making continuous improvements based on their input.

5. Continuous Improvement:

• Analyze quality data and copilot performance metrics to identify areas for improvement in both human and automated customer support.

• Lead initiatives to enhance the efficiency and effectiveness of customer interactions, whether through process improvements, knowledge updates, or other means.

• Work closely with cross-functional teams to implement changes that improve overall service quality and customer satisfaction.

6. Reporting and Documentation:

• Prepare detailed reports on quality metrics, copilot effectiveness, and knowledge base performance, presenting findings and recommendations to management.

• Document best practices, process improvements, and updates to the knowledge base, ensuring that this information is shared across the team.

7. Collaboration and Communication:

• Partner with Team Leads, agents, and Business Managers to ensure alignment on quality goals, product knowledge, and process improvements.

• Partner with Samsung to ensure vision and process alignment on all process and knowledge related documents.

“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.”