Technical Quality Assurance Specialist

The Technical Quality Assurance Specialist is responsible for ensuring the quality and consistency of customer interactions in a technical support environment, specifically focused on assisting with electronic devices. This role involves auditing technical support interactions, providing constructive feedback, and collaborating with teams and agents to improve performance through focused coaching and continuous improvement efforts.

Requirements


Key Tasks and Responsibilities:

• Evaluate call recordings/e-mails/chats, assessing technical accuracy, customer service quality, and adherence to company standards
• Collaborate with team leaders to develop targeted coaching plans aimed at enhancing agents' technical skills and overall call handling performance
• Stay updated on product knowledge to effectively assess technical support interactions and suggest improvements
• Oversee quality assurance including contact monitoring, evaluation, and calibration scoring
• Provides feedback to management by monitoring contacts, participating in help sessions
• Ensure team awareness regards of all processes, procedures, and technical documentation relevant to the department
• Analyze quality trends and prepare quality scorecards on agent performance to identify areas for team training and development
  
  
  

Skills / Attributes Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

• Strong understanding of electronic devices, their functionality, and troubleshooting processes
• Familiarity with product specifications, technical manuals, and device diagnostics
• Experience with troubleshooting common hardware and software issues, preferably in a customer support or technical support environment
  
  
  

Behavioral:

• Working Collaboratively:
• Accountability
• Adaptability
• Initiative: Being proactive
• Planning & Organizing
• Excellent written and verbal communication
• Good understanding of the system actively used by the service
• Ability to apply creativity to solutions
• Good attention to details - expansively and view situations from multiple perspectives
  
  
  

Qualifications [EDUCATION and/or EXPERIENCE]

• At least High school diploma or equivalent, College level preferred
• Previous experience in BPO and Customer Service and/or technical support field
  
  
  

Languages

Good communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.

Benefits

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment