Bilingual Monitoring Agent (Portuguese)
TATA Consultancy Services Limited
Dice Job Match Score™
🔢 Crunching numbers...
Job Details
Skills
- Protuguese
Summary
Position: Bilingual Monitoring Agent (Portuguese)
Location: Milford, OH 45150 (Onsite)
Duration: FTE/ Direct Hire
Job Description:
The Monitoring Agent is responsible for managing digital media assets through structured, workflowbased 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.
- Department Hours: 8am - 1am (7 days a week)
- Must be flexible in shift
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.
- CrossFunctional 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 endtoend 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
- Dice Id: 91172467
- Position Id: 9086269
- Posted 26 days ago
Company Info
Tata Consultancy Services (TCS) is the technology partner of choice for industry leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence, and customer service.
It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence. Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large.
With a highly skilled workforce spread across 55 countries and 202 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients – helping them emerge as perpetually adaptive enterprises.
Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.
TCS sponsors 14 of the world’s most prestigious marathons and endurance events, including the TCS New York City Marathon, TCS London Marathon and TCS Sydney Marathon with a focus on promoting health, sustainability, and community empowerment.
