Bilingual Monitoring Agent (Portuguese / English) Job at Tata Consultancy Services, Milford, OH

R2hrRWZkT3lCZWFPRW1pUHprVWRjYnZlT2c9PQ==
  • Tata Consultancy Services
  • Milford, OH

Job Description

The Monitoring Agent is responsible for managing digital media assets through structured, workflow‑based operational processes. This role ensures the accuracy, quality, and timely delivery of content across client platforms, while actively collaborating with internal teams, network partners, and external vendors to resolve issues and maintain service excellence.

Key Responsibilities

Media Content Operations & Quality Assurance

  • Manage and maintain media content across multiple workflow-driven operational systems.
  • Monitor, reconcile, and perform quality assurance checks on assets to ensure accuracy and completeness.
  • Utilize client-specific tools and platforms to update, correct, or enhance media content as required.
  • Investigate and resolve cases or tickets related to media assets across customer platforms.

Cross‑Functional Communication & Issue Management

  • Communicate effectively—both verbally and in writing—with clients, internal stakeholders, and network partners.
  • Triage operational and technical issues, coordinating with cross-functional teams for escalation, mitigation, or troubleshooting.
  • Provide timely escalation and detailed communication for critical issues, maintaining end‑to‑end ownership of tracking and reporting.
  • Offer actionable solutions and fixes for identified issues.

Performance, Productivity & Quality Metrics

  • Meet productivity metrics stipulated in the contract, including:
  • Daily volume thresholds (e.g., airings, tickets, media assets)
  • ASR (Average Speed of Response)
  • TIE (Time to Identify and Escalate)
  • MTTR (Mean Time to Resolve)
  • Maintain adherence to quality standards and customer satisfaction (CSAT) requirements.
  • Deliver an excellent customer experience with clarity, precision, and professionalism in all communications.

Tools, Testing & Continuous Improvement

  • Participate in testing and validating new tools, workflows, and dashboards.
  • Maintain active awareness of multiple simultaneous case tickets, ensuring timely, accurate responses and a high attention to detail.
  • Apply rule-based, analytical, and experience-driven decision-making to operations and issue resolution.

Job Tags

Contract work

Similar Jobs

Randstad USA

Customer Service Representative Job at Randstad USA

 .... The Best of Both Worlds: Hybrid Flexibility Enjoy the collaboration of an in-office environment with the comfort of working from home. On-Site: Tuesday, Wednesday, & Thursday. Remote: Monday & Friday. Schedule Details: Training Hours: Mon-Fri,... 

Woojin IS America, Inc

Site Supervisor, Commissioning & Testing Job at Woojin IS America, Inc

 ...Commissioning Supervisor ensures installation quality, test performance, issue resolution, and effective communication between the depot team, engineering, and the Project Manager. This position serves as the primary on-site technical and operational lead, ensuring project... 

University of Nebraska Medical Center

Neurologist Job at University of Nebraska Medical Center

 ...The Department of Neurological Sciences at the University of Nebraska Medical Center in Omaha, NE is recruiting a general neurologist. We are actively recruiting a physician to join in our pursuit of excellence in clinical service, medical education, research and community... 

Insight Global

Parttime Receptionist Job at Insight Global

 ...polished, friendly professional to run our reception desk: answer/transfer calls (Yealink VOIP), greet visitors, and log/distribute FedEx/UPS/USPS mail. Light data entry and basic Microsoft 365 (Word/Excel/Outlook) tasks as assigned. Training provided. Ideal candidates... 

Swig Life

Photographer Job at Swig Life

 ...in attitude, highest standards for execution, and a high level of accountability. About the Role We are looking for a Photographer with commercial experience to bring our brand to life. You must be someone who thrives in a creative, fast-paced, customer-...