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

• es Media Content Operations & Quality Assuran
• ce Comfortable to speak Portugue
• se Manage 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
• nt Communicate 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

• 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) require men
• ts.
  
  Deliver an excellent customer experience with clarity, precision, and professionalism in all communicatio
• ent Participate 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