Bilingual Monitoring Agent (Portuguese)

Department Hours: Between 8:00 AM - 1:00 AM (8-hour shifts)

Shift Requirement: Must be flexible to work rotating shifts

Work Schedule: 5 days a week (days and times to be discussed during the interview)

Language Required: Portuguese

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 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 internal 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 (verbal and written) 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.
• Provide 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 awareness of multiple simultaneous case tickets, ensuring timely and accurate responses with strong attention to detail.
• Apply rule-based, analytical, and experience-driven decision-making to operations and issue resolution.