Job Description and Requirements Transcom is looking for talented individuals like you to join our awesome team! Be the next Quality Manager for our Transcom Bacolod site.
Join our Transcom Family as a Quality Manager!

The primary objective of this role is to ensure that the QAPI Department is providing valuable insights, findings, coaching, analysis, and support to the campaign. This role will directly assist the Quality Manager in running auditing site performance, analysis, and supporting other leadership for quality-related activities. Both internal and external expectations should be met in a timely and effective manner.

Communication

Communicate the status of quality initiatives to operations and other stakeholdersTrack site opportunities, and actions to be able to communicate this to the client stakeholders on an as-needed basis, including building reports, and additional analysis for reviewPerform weekly effectiveness and efficiency coaching for Quality leadership to ensure that team objectives are being met. Feedback should be documented through the coach and it should include performance and schedule adherenceEscalate quality deficiencies to Contact Centre ManagementWork closely with the external Quality Program Manager ensuring that quality improvement steps are initiated and that improvements are ongoingAttend internal and client meetings (staff or with other departments)Assist with tracking assigned actions for the Quality Department, ensuring deadlines are met.Assist with prioritization levels, and necessary communication and delivery

Training

Ensure that the members of the quality team are adequately trained to do the job, including the initial Onboarding, and ad-hoc workshops to refine their skillsAs needed, assist operations and other departments in completing client quality standards workshopsEnsure scheduling and delivery of department-owned workshops based on analysis actions, additionally provide recommendations and assistance in creating new workshop content or training material

Quality

Ensure timely reports are released by Quality Analyst and Quality LeadsEnsure the Team Leaders are familiar with processes and tools to conduct monitoring sessionsEnsure completion of Internal and External Calibrations. Partner with operations, supervisors, and client Quality Program Managers for roster changes, and performance management for evaluation monitoring resultsDesign action plans for quality improvement together with clients, Team Leaders, BusinessManagers and external Quality Measurement VendorsEnsure through follow-up that action plan objectives such as feedback quality. performance results, coaching, follow up and consequence (PDP, action plan) have been metUsing standard calculation and metrics for reporting. Being proactive in analyzing and reporting results, ensuring that reported results are correct and making corrections as appropriate, reviewing sample targets

Process

Perform root cause analysis for recurring process issues or critical quality concerns which can lead to contractual or regulatory risks. Root cause analyses to help drive CSAT and other critical KPIs are expectedEnsures Internal escalation processes are followed (Tandim, ServiceNow, HRSnow, etc)Ensures that Transcom Worldwide standard procedures are implemented and complied with at all times ensuring payroll is accurately submitted for each team within the designated time, creating tickets, and communicating with the necessary departments when payroll corrections are neededManage information and Action Plans from external Quality Program Vendors and Managers

Culture

Promote a culture of both quality and know-how, for all products and services delivered to clients and customersProvide Reward & Recognition for quality and competence, through incentive schemes and other appropriate meanEnsure closed-loop communication with Team Leaders, Product Supervisors, and external resources. The central point of contact for quality and competence for Business Managers, Contact Centre Managers, Country management as well as External Quality Measurement VendorSupport the development of each Team and ultimately each AgentProvide feedback to Corporate Governance on ideas for improving standards and processesBe an advocate of Transcom’s values and norms

What we are looking for:

To be successful in this role you must…College Graduate or at least 2 years in college (for candidates with BPO experience)BPO experience (internal and external candidates)Green KPI Performance without any progressive discipline for the last 9 monthsExperience in managing people/teamsExperience in internal and external client interaction is preferredQuality and Customer Experience WorkKnowledge of MS Office Suite (Excel, PowerPoint, Word)Knowledge in using Google Apps (Sheets, Slides, Docs)Knowledge of Coaching methodologiesKnowledge in presentation, data analysis, and problem-solvingKeen attention to detailsKnowledgeable / trained in COPCKnowledgeable / trained on Lean 6Sigma / Yellow Belt

What's in it for YOU!

 

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

 

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (through Transcom’s Tap Card Rewards)

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.