Transcom is looking for talented individuals like you to join our awesome team! Be the next Senior Quality Manager for our Transcom Bacolod site.
Job Objective:
The primary objective is to ensure that the quality team provides value-adding insights and analysis coming from the quality audits and other quality activities being performed. Team output should meet internal and external stakeholder expectations. To achieve this, effective performance management and stakeholder management need to be performed. Another critical activity is ensuring that analysis being performed by the Quality Officers are conducted in a timely and effective manner
Essential Duties & Responsibilities: Percent of Time
➢ Communication
Communicate status of quality initiatives to operations and training stakeholders. On an as-needed basis, communicate the same to client stakeholders.
Perform weekly effectiveness and efficiency coaching for the QA TLs to ensure that team objectives are being met. Feedback should be documented through the coach and it should include performance and schedule adherence.
Escalate quality deficiencies to Contact Centre Management.
Work closely with external Quality Measurement Vendor ensuring that quality improvement steps are initiated and that improvements are ongoing.
Attend internal local meeting (staff or with other department).
➢ Training
Ensure that the members of the quality team are adequately trained to do the job
Providing recommendation and assist in creating new training programs
➢ Quality
Ensure timely reports are released by Quality Officers
Ensure the Team Leaders are familiar with process and tools to conduct monitoring sessions.
Calibrating with Team Leaders, Product Supervisors, Business Managers, client and external Quality Measurement Vendors at regular intervals, monitoring transactions and analysing Team Leaders transaction monitoring results.
Design action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors.
Ensure through follow-up that action plan objectives such as feedback quality. performance results, coaching, follow up and consequence (PDP, action plan) have been met,
Using standard calculation and metrics for reporting. Being proactive in analysing and reporting results, ensuring that reported results are correct and making corrections as appropriate; reviewing sample targets.
Support clients and company needs and requirements for Quality Improvement.
➢ Process
Perform root cause analyses 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 program KPIs are also expected
Ensures Tandim escalation process is followed
Ensures that Transcom WorldWide standard procedures are implemented and complied with at all times.
Manage information and Action Plans from external Quality Assessments Vendor.
➢ Culture
Promote a culture of both quality and know-how, for all products and services delivered to clients and customers.
Provide Reward & Recognition for quality and competence, through incentive schemes and other appropriate means.
Ensure closed loop communication to Team Leaders and Product Supervisors and external resources. Central point of contact for quality and competence for Business Managers, Contact Centre Manager, Country management as well as External Quality Measurement Vendor.
Support the development of each Team and ultimately each Agent.
Provide feedback to Corporate Governance on ideas for improving standards and processes.
Be an advocate of Transcom’s values and norms.
Additional Specific Duties & Responsibilities:
Attending country and region meeting.
Auditing of Client workflow/processes.
Participating in company-wide projects
Key Metrics and Scorecard:
QA Manager’s scorecard will be discussed individually by the immediate superior.Job Specifications (Qualifications, Skills and Experience) Years of
Experience
Educational Background:
University degree or equivalent higher qualification
Work Experience:
Have worked in a Quality, Training, or Operations department.
Have worked with numbers and understand basic mathematics needed for reporting and analysis purposes.
Have a proven and successful track record of effective training in the CRM business or a closely related industry.
Have experience in monitoring skills and coaching skills related to behaviour specific feedback.
Skills Requirements:
Ability to coach and manage performance of direct reports
At least six sigma yellow belt trained
Data analysis and problem solving capability
Knowledge of six sigma process improvement methodology
Knowledge of intermediate to advanced Excel functions
Presentation skills
Knowledge of quality management systems such as COPC and ISO 9001
Mastery of the English language (verbal & written)
Competencies:
COMMUNICATION - Communicating ideas and information on time, effectively and clearly so that the essential message comes across and is fully understood always promoting an open dialogue. The ability to use a variety of media in a manner that engages the audience. Communicating the direction in which the organization is developing in an appealing way and creating support for achieving TWW objectives.LEADERSHIP - Managing, developing and motivating others to ensure that they are able to fully contribute to Transcom success, inspiring values and providing feedback; encouraging and bringing about teamwork; maintaining good cooperation to achieve an intended goal. The leader identifies him/herself with energy, and is capable of transmitting it, motivating and generating confidence.TEAM DEVELOPMENT - Using appropriate methods and a flexible interpersonal style to develop his/her team; helping them to discover, grow, and reach their potential. Creates a learning environment; ensures that opportunities for development are available. Includes the capacity to generate support and commitment.PLANNING & ORGANIZATION CAPACITY - Determining objectives and priorities effectively; planning timely measures in order to attain stated goals. Identifying and recruiting people and other resources in order to carry out a plan; allocating them in such a\ way that the intended results are achieved. Involves monitoring the results of tasks, assignments or projects.FOCUS ON QUALITY - Setting high demands with respect to the quality of ones own work and that of others; striving continuously for improvements. Vigilantly watches over processes and services to ensure freedom from errors, omissions, or defects. Initiates action to correct quality problems or notifies others of quality issues as appropriate.IMPACT & INFLUENCE -Presenting ideas, decisions, points of view or plans convincingly to others so that they agree or approve, even after initial hesitation. Presenting oneself in such a way that the first impression is positive; showing an air of confidence and influence.FOCUS ON RESULTS - Taking ownership of the achievement of his/her objectives or goals and demonstrating determination to succeed and showing the final results.Collaboratively works with direct reports to set meaningful performance objectives, focusing and guiding others in accomplishing their objectives. Having stamina to remain firm and consistent when performing actions and tasks until the objective has been attained.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
Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.
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.