Quality Assurance Specialist

About the role

Transcom is seeking a Quality Assurance Specialist to join its global team. The role focuses on auditing agent calls, ensuring compliance with client standards, and driving continuous improvement across multiple campaigns.

Key responsibilities

• Participate in internal and external client calibration sessions.
• Design and implement improvement programs and action plans for customer service representatives.
• Provide written and verbal feedback to agents and management based on audit findings.
• Report on completed projects, reviews, and quality metrics as requested.
• Escalate quality deficiencies to the TQM team or Quality Lead.
• Attend staff, client, and cross‑departmental meetings.
• Act as the campaign expert for all assigned sites, integrating up‑to‑date information into best practices.
• Handle internal and client complaints or escalations.
• Inform Training, Customer Service, and Operations of gaps in contact handling or knowledge guides.
• Analyze usage of client/internal knowledge databases and recommend actions.

Required profile

• University degree or equivalent higher qualification.
• Fluent English plus one additional language (Italian, Spanish, German, or French).
• Experience in training, quality, or operations within a call‑center or CRM environment.
• Strong numerical and basic mathematical skills for reporting and analysis.
• Proven track record of effective training and coaching in a data‑driven setting.
• Ability to manage time, set clear objectives, and prioritize tasks.

Required skills

What we offer

• International work environment with collaboration across EMEA.
• Work‑life balance and flexible hybrid work model.
• Competitive salary and opportunities for upskilling and mentorship.
• Access to Transcom University and diversified learning platforms.