Allgemeine Informationen

Standort
Pasig- Tiendesitas
Stellen ID
5108
Job-Kategorie
Operationen
Sprachanforderung
Englisch

Beschreibung & Anforderungen

Beschreibung

Transcom is looking for talented individuals like you to join our awesome team! Be the next QA Specialist for our Transcom Pasig site.


Join our Transcom Family as a QA Specialist!

The QA Specialist provides quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are primary functions. The primary role of a QA Specialist is to monitor, listen, record, and evaluate agent phone calls according to the defined rules and processes of Transcom; and to improve customer satisfaction and to act proactively by providing feedback to Operations regarding agent performance. The QA Specialist will ensure the required number for audits for the campaign is completed and the feedback provided to Operations is complete and accurate.

Essential Duties & Responsibilities:

 Communication

  • Assist in locating contacts for internal and external client calibration sessions

  • Supporting Team Leaders in setting improvement programs and action plans for CSRs

  • Reporting on completed projects and/or reviews (upon requests)

  • Escalating quality deficiencies to TQM

  • Attending internal local meeting (staff or other departments)

  • Being a campaign expert for all campaigns in assigned site

  • Gathering up-to-date information and integrating feedback into the best practices

  • Handle internal and client complaint/escalations

Knowledge Management

  • Informing Training, CS, and OPS of any gaps in contact handling or online guides.

  • Ensuring the team is well informed with all required campaign information

  • Participating in creation of new procedures, routines etc…

  • Providing feedback to stakeholders on any new projects or test programs

  • Analysing the usage of Knowledge Management database and taking actions accordingly

Training

  • Providing recommendation to assist in creating new training programs

  • Delivering client specific quality training as required to all stakeholders

  • Participating in the analysis of the product test results.

  • Identifying and reporting any training needs to maintain quality level

  • Continuously reviewing procedures and implementing improvements with feedback to TQM Governance. Smooth transition to quality improvement.

  • Prepare and submit weekly/monthly test questions and recommendations for ETA.

  • Discuss QA Process and identifiers to new-hire agents

Quality

  • Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results.

  • Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).

  • Using the Group Report, if needed, as an extended means to review performance of the team/agents.

  • Understanding and supporting clients and company needs and requirements for Quality Improvement.

  • Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow)

  • Using Quality Reports as needed (scoring sheet, volume, report etc…).

  • Ensuring alignment with the clients’ scoring standards to maintain accuracy and effectiveness

  • Meeting COPC requirements for any new or trained support channels, such as, (KCRP Audits, Deep-Dives, Spot Checks, etc)

  • Ensuring that monthly completion is met, (Q-Type, Live Evaluations, and Passed Coachings) within the month for all assigned Advisors.

  • Completing 0TCE/CARE Escalations, or other created actions that help improve site performance, including items specifically made for each line of business


What we are looking for:

To be successful in this role you must…


Educational Background:

  • University degree or equivalent higher qualification

Work Experience:

  • Have worked in the quality department for at least 6 months

  • Maintained a passing average on external calibrations

  • Within the site variation for scoring and evaluations

  • Must not be an outlier in meeting expectation or for general performance that resulted in a progressive discipline within the past 6 months

  • Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.

  • Have a proven and successful track record of effective training in the CRM business or a closely related industry.

  • Have experience in monitoring/coaching skills related to behaviour-specific feedback.

Skills Requirements:

  • Manage your time effectively and be focused on setting clear objectives and priorities.

  • Have worked in a data-driven environment

  • Master local language (verbal & written)


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 providing 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.