Quality Analyst (Onsite) Greenville, SC

Quality Specialists are responsible for executing the campaign's quality assurance program, ensuring that client requirements, efficiency targets, and service effectiveness are consistently met. This role's primary functions include monitoring, evaluating, and scoring agent interactions according to established Transcom standards.

What's in it for you?

• Position as a Transcom employee
• Paid Vacation Time
• Benefits for you and your family - Medical, Dental, Vision
• 401(k) investment options, with employer-match opportunities
• Employee Assistance Program
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people
• Career advancement
• Full gym - free to employees

What will you do?

Through investigation and analysis, this role provides actionable feedback to agents and leadership, proactively driving improvements in customer satisfaction and overall performance. The specialist will ensure the required volume of audits is completed accurately and on schedule, delivering comprehensive and timely feedback to the Ops/Client team.

Quality Auditing & Performance Management

• Conduct regular calibration sessions with key stakeholders and necessary parties to ensure consistent evaluation standards and alignment to the quality form.
• Monitor and analyze agent transactions, ensuring alignment with client scoring standards and internal best practices. Use insights to develop actions, or recommendations for improvement.
• Meet all monthly completion targets for assigned audits, including Q-Types, live evaluations, and coaching sessions.
• Manage escalations or other critical client/internal time-sensitive requests within the agreed SLA
• Ensure that all support channels meet requirements through audits, deep-dives, and spot checks.
• Provide direct input on agent performance results to support reward & recognition programs.
• Validate the completion and effectiveness of agent action plans through systematic follow-up.

Data Analysis, Reporting & Process Improvement

• Utilize quality reports to track performance and identify trends.
• Analyze the usage of the Knowledge database and implement actions to improve effectiveness.
• Escalate critical quality deficiencies and process gaps to the Management team.
• Provide continuous feedback to refine and improve quality standards and processes.
• Prepare and submit weekly reports as required by the department, Transcom, or client standards.
• Participate in the analysis of product test results to identify knowledge gaps.

Training & Knowledge Management

• Identify and report training needs to maintain and elevate service quality levels.
• Collaborate with stakeholders to create new procedures, routines, and best practice documents.
• Deliver client-specific quality training to new hires and existing employees as required.
• Prepare and submit regular recommendations as needed for the business.
• Inform Training, CS, and Operations departments of any identified gaps in contact handling.
• Serve as a campaign subject matter expert (SME) for all supported campaigns and lobs.

Stakeholder Collaboration & Communication

• Assist in coordinating internal and external client calibration sessions.
• Collaborate with Team Leaders to create and implement targeted improvement programs and action plans for CSRs.
• Liaise with Business Managers, HR, and other departments to support employee development and ensure alignment on quality objectives.
• Attend internal staff meetings and specific client product meetings as a representative of Quality.
• Provide feedback to stakeholders on new projects or pilot programs.
• Complete all assigned training content successfully.

Additional Specific Duties & Responsibilities

• Promote a culture of quality and know-how for all products and services delivered to clients and customers.
• Provide input on results that will impact adherence, or reward schemes for quality and competence purposes.
• Liase with BM/TL/TQM or other Departments/HRM to maintain communication and to understand all necessary aspects and needs of employees training and development, and to ensure they are fully informed of training and development objectives, purposes and achievements. Supporting the development of each team and ultimately each agent.
• Provide continuous feedback to Quality Management/Operations for improving standards and processes.
• Submit weekly reports, as required by the department, Transcom or client.
• Complete and successfully pass all enrolled training content.

Qualification and experience

To qualify for this role you must have/be...

• Prior experience in a Quality Analyst or similar role within a BPO
• Experience using a formal quality monitoring platform with standardized scoring
• Experience providing direct, constructive feedback to agents and Team Leaders
• Familiar with analyzing data and completing robust analysis to provide insights to clients and support partners to improve performance and maintain high quality standards
• Proficient with Office/Google Suite
• Able to interpret quality scores, customer satisfaction data, and other key performance indicators to identify trends, pinpoint root causes, and provide data-driven recommendations
• Basic understanding of how to build and maintain reports that clearly communicate quality performance to stakeholders
• Dependable and consistent
• Excellent communication skills including active listening, empathy, concise, and clarity
• Positive outlook, enthusiastic team player attitude
• Driven by delivering results
• Strong communication skills - verbal and written in the English language
• Strong organizational and time management skills
• Focused on setting clear objectives and priorities
• Ability to work a flexible schedule including nights, weekends, and holidays
• Successful completion/passing of criminal background check

Requirements

The following items are mandatory pre-employment requirements and/or skills/experience that are required to be successful for this role.

• At least 18 years or older
• A high school diploma, or GED
• Able to successfully pass a criminal background check

Location On-site

You will work onsite in our facility located at:

650 Executive Center Dr. Greenville, SC 29615

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.

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.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!