Quality Analyst (Onsite) Greenville, SC

Quality Specialist

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

Data Analysis, Reporting & Process Improvement

Training & Knowledge Management

Stakeholder Collaboration & Communication

Additional Specific Duties & Responsibilities

Qualification and Experience

To qualify for this role you must have / be

Requirements

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

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!