CS Quality Analyst

Transcom

Transcom is all about people, and we re looking for a Quality Specialist to support our team and help create a workplace where everyone thrives.

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.

1. Knowledge Base Refinement:

• Regularly review and update the knowledge base to reflect the latest information about the account products

and support processes.

• Ensure that the knowledge base is structured in a way that allows for quick and easy access

• Solicit feedback from agents and Team Leads on the effectiveness of the knowledge base,

making continuous improvements based on their input.

1. 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.

1. 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.

1. Collaboration and Communication:

• Partner with Team Leads, agents, and Business Managers to ensure alignment on quality goals,

product knowledge, and process improvements.

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