Monitoring Agent

Job Description

Monitoring Agent Job Description

The Monitoring Agent plays a crucial role in managing digital media assets, ensuring their accuracy, quality, and timely delivery across client platforms. This position requires active collaboration with internal teams, network partners, and external vendors to resolve issues and maintain service excellence.

Department Hours & Flexibility

• Department Hours: 8am – 1am (7 days a week)
• Shift Flexibility: Must be flexible in shift scheduling to accommodate operational needs.

Key Responsibilities

Media Content Operations & Quality Assurance

• Manage and maintain media content within structured, workflow-driven operational systems.
• Monitor, reconcile, and conduct comprehensive 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 various 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

This role is accountable for meeting stipulated productivity metrics, including:

• Daily Volume Thresholds: Adhering to targets for airings, tickets, and media assets.
• ASR (Average Speed of Response): Ensuring prompt responses.
• TIE (Time to Identify and Escalate): Efficiently identifying and escalating issues.
• MTTR (Mean Time to Resolve): Striving for quick issue resolution.
• Maintain strict adherence to quality standards and customer satisfaction (CSAT) requirements.
• Deliver an excellent customer experience through clear, precise, and professional communications.

Tools, Testing & Continuous Improvement

• Actively 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.

Qualifications

• Diploma

Salary Range

$38,000 – $45,000 per year

TCS Employee Benefits Summary

• Annual Incentive: Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  • Medical & Health
  • Dental & Vision
  • Disability Planning & Insurance
  • Pet Insurance Plans
• Family Support: Maternal & Parental Leaves.
• Insurance Options:
  • Auto & Home Insurance
  • Identity Theft Protection
• Convenience & Professional Growth:
  • Commuter Benefits
  • Certification & Training Reimbursement
• Time Off:
  • Vacation
  • Time Off
  • Sick Leave
  • Holidays
• Legal & Financial Assistance:
  • Legal Assistance
  • 401K Plan
  • Performance Bonus
  • College Fund
  • Student Loan Refinancing