Quality Monitor, TransPerfect
Cantonese Speaker
More information about location
Office located in 43rd Street, NY
Professional translation & localisation services
Job no longer available
Professional translation & localisation services
1001+ employees
Job no longer available
More information about location
Office located in 43rd Street, NY
1001+ employees
Company mission
To provide the highest quality language services to leading businesses worldwide.
Role
Who you are
- High school diploma or GED required, Bachelor’s degree preferred
- A minimum of one year’s experience in contact center quality monitoring preferred
- A minimum of one years’ experience providing written feedback to CSRs and/or management level employees preferred
- Six months of contact center experience required
- Demonstrated customer service, leadership and team interaction skills preferred
- Basic computer literacy
- Experience working with a PC and a Windows environment
- Attention to quality, detail oriented
- Reading for understanding comprehension
- Ability to communicate effectively both verbally and written
- Must be able to write clearly and professionally
- Ability to organize simultaneous tasks
- Ability to prioritize work
- May be required to work off-shift as necessary, to include nights and weekends
- Must be able to speak and read English clearly; professionally and fluently
- Problem solving/probing question skills
- Interpersonal skills
- Ability to work within established contractual turnaround times
- Ability to pass United State Census Bureau suitability assessment
- Ability to pass both an English and foreign language assessment
- Clearance / Background investigation requirements may include the Applicant Name Check, the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes at the moderate to high designation level, dependent on position
- Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card
- The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program
What the job involves
- TransPerfect seeks a BILINGUAL CANTONESE speaking Quality Monitor (QM) to work on a project in New York City
- The Senior Quality Monitor in the Census Questionnaire Assistance (CQA) program conducts quality evaluations to ensure that Customer Service Representatives (CSR) are performing in accordance with established quality and performance standards
- The Senior Quality Monitor reports directly to the Quality Supervisor or Quality Operations Manager (where structure does not require a Supervisor level)
- The Senior Quality Monitor uses subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in quality compliance nature and sequence
- The Senior Quality Monitor will select from alternative methods and refer problems not solvable by adapting or interpreting guides, manuals, or procedures such as the Quality Monitor Process Manual, CQA Scoring Standards and Standard Operating Procedures (SOPs)
- Using CQA subject-matter knowledge and judgment, evaluates recorded and/or live conversations between the CSR and respondent using the QA evaluation solution for the program, providing context for quality ratings
- Evaluates interactions with CQA respondents for all contact center channels (Inbound and Outbound) using the appropriate quality solutions
- Provides accurate scoring according to approved criteria definitions, quality standards and standard operating procedures
- Effectively communicates monitoring results in written format, providing Operations Supervisors with key information to effectively coach CSRs to improve performance
- Identifies and reports call trends to quality management staff
- Fulfills weekly work load assignments, meeting the established performance metrics
- Acts as team player in order to contribute to team performance goals
- Participates in site quality meetings as assigned
- Participates in calibration sessions and complies with defined scoring standards
- Complies with all CSR and respondent data privacy and security requirements
- Carries out additional quality initiatives as directed
- Handles all other duties as assigned
- Regular and predictable attendance is required
- Adheres to all department and company rules and regulations
- Work may require some physical effort in the handling of light materials, boxes, or equipment. Work may also require walking, particularly for long distances and standing for sustained periods
Our take
TransPerfect addresses the need for enterprise-level brand growth, tackling the language and culture barrier for companies wanting to expand globally. Its solutions, in short, help companies to communicate with more people in more places.
TransPerfect’s impressive suite of includes AI translation solutions, website localisation and data security, much of which is bolstered by its flagship GlobalLink Translation Management platform. Considered a pioneering force in its sector, the legacy company has spent over three decades adopting technological innovations to further its reach and strengthen its translation mission.
Impressively, the company that has been featured on the Inc 5000 US list of fastest-growing companies numerous times. After a buyout of his co-founder's shares in 2018, now-solo founder Phil Shawe undertook an expansion and innovation drive. TransPerfect’s strong performance and growth since then indicate that this transformation has been successful.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Midtown South, New York, NY
Leadership
Phil Shawe
(Co-CEO & Founder)Graduate of the University of Florida and NYU Stern School of Business. Has been the CEO of the company for over three decades.
Jin Lee
(Co-CEO)Joined the company as a Project Manager in 2003. Became Department Manager then Director of Production, before VP then SVP of of Global production. Became Co-CEO in 2024.
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