Bilingual Assistant

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 .Department Hours: 8am - 1am (7 days a week )Must be flexible in shif Key Responsibilities esMedia Content Operations & Quality Assuran ceComfortable to speak Portugue seManage and maintain media content across multiple workflow-driven operational system s.Monitor, reconcile, and perform quality assurance checks on assets to ensure accuracy and completenes s.Utilize client‑specific tools and platforms to update, correct, or enhance media content as require d.Investigate and resolve cases or tickets related to media assets across customer platform s.Cross‑Functional Communication & Issue Manageme ntCommunicate effectively—both verbally and in writing, with clients, internal stakeholders, and network partner s.Triage operational and technical issues, coordinating with cross-functional teams for escalation, mitigation, or troubleshooting g.Provide timely escalation and detailed communication for critical issues, maintaining end‑to‑end ownership of tracking and reporting g.Offer actionable solutions and fixes for identified issue s.Performance, Productivity & Quality Metri Meet productivity metrics stipulated in the contract, includi ng:Daily volume thresholds (e.g., airings, tickets, media asse ts)ASR (Average Speed of Respon se TIE (Time to Identify and Escala te)MTTR (Mean Time to Resol ve)Maintain adherence to quality standards and customer satisfaction (CSAT) requiremen ts.Deliver an excellent customer experience with clarity, precision, and professionalism in all communicatio entParticipate in testing and validating new tools, workflows, and dashboar ds.Maintain active awareness of multiple simultaneous case tickets, ensuring timely, accurate responses and a high attention to deta il.Apply rule‑based, analytical, and experience‑driven decision‑making to operations and issue resoluti #J-18808-Ljbffr Covetus