Quality Assurance

Key Responsibilities

• Quality Auditing and Feedback: Create, implement, and clearly communicate quality guidelines and processes for the account.
• Quality scoring: Conduct accurate, consistent scoring of emails, chats, and other service channels, ensuring all evaluations are fair and aligned with standards.
• Calibration: Conduct regular calibration sessions with HQ team, ACX leadership, and agents to maintain alignment on quality expectations.
• Audit and coaching: Audit SLA-breached tickets to ensure they are being properly addressed and maintained, using HQ guidelines to identify gaps and create targeted coaching plans.
• CSAT review: Review all low-rated CSAT tickets, warranty cases being one of the most common, and use them as training material to address root causes.
• Data integrity: Maintain precise, reliable quality and KPI data that can be used for leadership decision-making.
• Workload management: Monitor assigned duties for accuracy and efficiency, ensuring workloads are balanced and deadlines met.
• Audit form governance: Utilize the established audit form to conduct evaluations, while also reviewing the form itself regularly to identify opportunities for improvement and providing recommendations to HQ when updates or enhancements are needed.

• Performance Coaching and KPI Management: Proactively monitor agent KPIs, including CSAT, SLA compliance, and accuracy in handling top case types, ensuring measurable improvements are achieved.
• Coaching plans: Develop and implement individualized coaching plans with clear, measurable goals and deadlines.
• Collaboration: Partner with team leads to align on agent progress, follow up on action items, and hold agents accountable for improvement.
• Bi-weekly feedback: Hold bi-weekly one-on-one feedback sessions with each agent, focusing on skill-building and closing performance gaps.
• Scorecards: Distribute monthly agent scorecards to track and communicate performance trends.
• Recognition: Recognize and celebrate agent achievements during team meetings and through internal communications.
• Reporting: Contribute to weekly reports with HQ leaders and ACX team leads to assess performance volume, quality trends, and department needs.

• Training and Development: Based on team performance and audit trends, design and deliver targeted training refreshers and workshops to improve skills such as empathy, de-escalation, tone, and handling complex or high value cases.
• Follow-up: Follow up after training sessions to ensure new skills and processes are consistently applied.

• Process Improvement and Reporting: Proactively identify trends, recurring issues, and opportunities for improvement to increase efficiency and accuracy, and escalate to leadership with actionable recommendations.
• Reporting: Provide HQ with a clear weekly performance summary outlining audit findings, progress against KPIs, major trends, and next-step action items.
• Collaboration: Collaborate with leads and leadership to ensure process changes are rolled out effectively and reinforced over time.

To be successful in this role you must...

• Proven experience in QA/QC or team coaching in a customer service environment.
• Strong understanding of customer service KPIs, quality metrics, and performance management.
• Excellent communication, coaching, and training facilitation skills.
• Ability to conduct accurate, unbiased scoring and maintain precise performance data.
• Hands-on approach and willingness to engage directly with frontline operations.
• Confident leader who can motivate and hold the team accountable while fostering a culture of continuous improvement.
• Remains composed under pressure or in fast-paced environments
• Highly proactive mindset that anticipates challenges, addresses issues early, and consistently seeks ways to improve processes and results.
• Ability to navigate multiple systems efficiently and adapt to process updates.
• Desire to grow with the business and contribute to long-term success.

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks We\'ve got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn\'t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

At Awesome CX by Transcom we work hard, we play harder After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Life size chess board
• Putting green
• Waterfalls
• Dance and yoga studio
• Pingpong tables
• Cafes
• Collaborative Workspaces
• Dog friendly

Our teams are more like family. That’s in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Year end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Dog friendly office spaces. Our workspaces are so fun your furry friends will even want to join, and they’re welcome. Just think about it - bring your dog to work every day, everyday

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone\'s face