[Remote] Bilingual Monitoring Agent (Portuguese)

Note: The job is a remote job and is open to candidates in USA. Tata Consultancy Services is seeking a Bilingual Monitoring Agent to manage digital media assets through structured operational processes. The role involves ensuring the accuracy and quality of content across client platforms while collaborating with various teams to resolve issues and maintain service excellence.


Responsibilities

  • 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
  • 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
  • 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
  • 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

Skills

  • Diploma

Benefits

  • 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.

Company Overview

  • Tata Consultancy Services is a business solutions company that specializes on information technology services and consulting. It was founded in 1968, and is headquartered in Mumbai, Maharashtra, IND, with a workforce of 10001+ employees. Its website is http://www.tcs.com.

    • Company H1B Sponsorship

  • Tata Consultancy Services has a track record of offering H1B sponsorships, with 7880 in 2025, 9690 in 2024, 8537 in 2023, 11159 in 2022, 9813 in 2021, 11984 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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