Información general

Ubicación
Porto
ID del Empleo
11206
Categoría
Dirección de operaciones
Requisito lingüístico
Inglés

Descripción y requisitos

Descripción
Transcom is a global community of customer experience experts, nimble, driven and committed to the brands we serve. As a Quality Manager, you’ll oversee a team of Quality Leads, enhance operational efficiency, and ensure exceptional service delivery.

Ready to inspire and lead? Apply now, and let’s create unforgettable customer experiences together!

Join Transcom as a Quality Manager in the health industry!
As a Quality Manager at Transcom within the health industry, you will be responsible for leading the quality assurance strategy and overseeing the excellence of our service delivery. Your role will be:
  • Oversee the evaluation of customer interactions to ensure full compliance with quality standards and stringent regulatory requirements specific to the health industry
  • Manage the feedback loops for agents and teams, directing coaching strategies to improve overall performance and alignment with organizational quality expectations
  • Analyze regular quality reports and performance metrics to identify high-level trends, systemic issues, and strategic areas for development
  • Strategically develop and maintain quality standards, procedures, and guidelines tailored specifically to the requirements of the health industry in collaboration with key stakeholders

What’s in it for YOU!
  • You’ll play a crucial role in maintaining the high-quality standards that our clients expect, ensuring positive customer experiences at every interaction
  • At Transcom, we value personal development. You’ll have the chance to further develop your skills in quality assurance and customer experience management, with opportunities for advancement
  • Join a supportive and dynamic team that believes in collaboration and innovation to drive success
  • Gain exposure to some of the biggest names in the industry, working with brands that shape the market
  • Enjoy a competitive salary and benefits package

To be successful in this role, the following is needed:
  • Fluency in English is required; fluency in a second European/LATAM language is a major plus
  • Minimum of 2 years in Quality Management within Medical Devices/Patient Care
  • Proficiency experience managing quality, preferably in a patient-centric support environment
  • Proficiency with QMS software and CRM tools (e.g., Salesforce, Genesys, Rodis)
  • A “safety-first” approach to quality that prioritizes accuracy over call-handling speed
  • Ability to translate complex medical device instructions into clear, auditable quality rubrics
  • Ability to lead teams through high-stakes product recalls or safety notifications


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.