General Information

Location
Remote
Job ID
6322
Job Category
Operativna podrška
Language Requirement
Engleski, Francuski

Description & requirements

Description
At Transcom, we specialize in providing exceptional customer experience services to the world’s most well-known and respected brands. We are looking for a dedicated and detail-oriented Quality Analyst to join our team and ensure the highest standards in service quality. If you have previous experience in the pharmaceutical market and are focused about delivering quality results, this could be the perfect opportunity for you!

Join us as a Quality Analyst in the Pharmaceutical Market!
As a Quality Analyst at Transcom, particularly within the pharmaceutical market, you’ll be at the forefront of ensuring that our service quality consistently meets the highest standards. Your role will directly impact the experience of customers interacting with top pharmaceutical brands. You will be responsible for:
  • Evaluate customer service calls, emails and chat interactions to ensure they comply with quality standards, including regulatory requirements specific to the pharmaceutical industry;
  • Deliver constructive feedback to agents and teams, helping them improve performance and align with quality expectations. Support in coaching sessions to enhance skill development;
  • Create and maintain regular quality reports that track performance metrics, highlighting trends, issues and areas for development;
  • Work closely with customer service teams, managers and other stakeholders to develop quality standards, procedures, and guidelines tailored to the pharmaceutical market.

What’s in it for you?
  • International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
  • Continuous development through our internal learning platforms and external training;
  • Permanent full-time contract with attractive salary and bonus system;
  • Paid training that will introduce you to the specifics of the job;
  • Endless growth opportunities: 50% of our seniors started their careers as customer service specialists. Any offer that can be filled internally will first be shared through our internal channels;
  • Employee Referral Program: Receive an additional bonus for every successful referral;
  • Additional benefits such as discounts at various retail store chains.

To be successful in this role, the following is needed:
  • Fluency in French and English spoken and written (C1+);
  • At least 6 months of experience in the pharmaceutical market, ideally within customer service or quality assurance roles;
  • A keen eye for detail to ensure that service quality standards are consistently met;
  • Strong verbal and written communication abilities to provide clear and actionable feedback;
  • Ability to assess customers interactions, identify areas for improvement and provide solutions;
  • Comfortable with quality management systems, reporting tools and software;
  • Ability to thrive in a fast-paced environment and adjust to ever-evolving customer needs.

What Life at Transcom is like!
Transcom is a global customer experience specialist, offering consulting, customer service, sales, technical support, and collections via our vast network of contact centers and remote agents. We have 30,000+ customer experience specialists in 29 countries with 90+ locations, providing services in 33 languages to international brands in various industries. Transcom is an equal opportunity employer, committed to providing fair and inclusive opportunities for all, regardless of gender.

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.