Transcom

Job description

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

Join our Transcom Family as a Back Office Specialist!

The Back Office Quality Specialist is a critical, non-customer-facing role designed to drive operational excellence and compliance within our operations. Serving as an internal subject matter expert, this specialist is primarily responsible for the end-to-end investigation, resolution, and in-depth analysis of complex, high-priority, or escalated back-office cases. The core objective is to proactively assess process issues, initiate fixes, and coordinate with internal teams to ensure all Service Level Agreements (SLAs) are met. Furthermore, the specialist will generate regular insights and root-cause analyses on detected errors, providing actionable data to leadership for implementing corrective actions that safeguard both the client's interests and the integrity of the customer experience.

Essential Duties & Responsibilities:

Investigation & Case Resolution

• Ownership: Take ownership and support complex back-office tasks, focusing on review and correction.

• Top-Down Escalations: Investigate and manage Executive Escalations and customer complaints, including reviewing call summaries, recordings, and evaluations to identify opportunities or false positives.

• Proactive Detection: Handle cases flagged by the client via reporting, manual, or automated systems. Correct errors, check validity of systems, and/or forward to the appropriate team for customer callback.

• Order and Fulfillment Issues: Review and resolve escalated order management issues (e.g., issues with wrong product/delivery) requiring cancellation, fixing, or replacement of orders.

• Compliance and Documentation: Review cases related to documentation errors and ensure adherence to specific processes for legal and medical compliance.

• Department Handoff: Ensure a smooth, timely handoff of cases requiring customer contacts to the appropriate team.

• SLA Management: Maintain a strict service level agreement for task completion. This may vary based on the assigned task or process priority.

Quality and Process Analysis

• Root Cause Analysis: Track trends, analyze root causes, and report on the frequency of errors.

• Reporting: Help create and adhere to existing reports for all agreed-upon tasks.

• Insights and Action Plans: Assist in providing in-depth analysis and insights on errors, identifying top opportunities by process type and trends by Agents, Team Leads, and lines of business.

• Feedback & Coaching Support: Assist in defining actions to coach the original agent when errors are identified, ensuring clarity on the required proof of coaching. This role will coordinate in partnership with Quality and Operations if coaching is needed to ensure proper notification and accountability.

Other Tasks

• Provide recommendation to assist in creating new or improved training programs

• Identify and report any training needs to maintain quality levels

• Continuously review and provide feedback on procedures, products, or process

• Prepare and submit weekly/monthly reports as requested by leadership and/or the business

• Help build a positive culture around process adherence, and customer experience

Quality

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

• Continue to be up-to-date on processes related to the campaign, lob, and tasks that you support.

• Complete any necessary training, and courses assigned to you by leadership/management.

• Attending specific meetings with clients or any internal meetings as required for your role.

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

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

• Ensure completion of all assigned tasks within their designated time periods as directed by policy, process, client, and leadership.

Additional Specific Duties & Responsibilities:

• Promote a culture of quality and expertise (know-how) in all internal processes, investigations, and case resolutions delivered to the client.

• Provide data and insights on agent-submitted cases or errors that impact the operational quality.

• Liaise with departments to maintain communication and understand all necessary aspects and needs for process training and development, ensuring back-office objectives and resolutions are fully informed and achieved.

• Provide structured feedback and suggestions to leadership for improving back-office resolution standards, investigation processes, and agent performance related to case creation.

• Submit tracking reports and analysis forms (including weekly/monthly analysis) on case reviews, errors, trends, and root causes, as required by the department or client.

• Complete and successfully pass all enrolled training content and training, as required by the role.

What we are looking for:

To be successful in this role you must…

Educational Background:

• High School Diploma or Equivalent

Required Skills & Experience

• Minimum of 1-2 years experience in a BPO/call center environment, with a focus on back office, quality assurance, operations support, or escalated (Tier 2/SME) case resolution.

• Proven experience in case investigation, documentation review, and root cause analysis.

• Exceptional attention to detail and proven ability to manage complex cases and non-standard processes.

• Strong written communication skills (English) to produce clear, accurate case summaries, reports, and feedback.

• Ability to manage and prioritize multiple high-priority tasks with strict deadlines (SLAs).

• Ability to work independently in a work-at-home setting and meet all technical requirements.

• Proactive communication skills to escalate risks, flag critical trends, and update leadership as needed.

• Experience in a data-driven environment with moderate proficiency in data management tools (e.g., MS Excel, Google Sheets) for tracking and analysis.

• Adaptable to changes in tasks and responsibilities based on the needs of the business.

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.