Opće informacije

Lokacija
Iloilo City
ID posla
7445
Kategorija posla
Operativna podrška
Željeni jezik komunikacije
Engleski

Opis i zahtjevi

Opis
Transcom is looking for talented individuals like you to join our awesome team! Be the next Quality Manager for our Transcom Iloilo site.

Join our Transcom Family as a Quality Manager!

Responsibilities:

  • The Quality Manager is responsible for the development and delivery of Quality Improvement to a Transcom WorldWide business unit.
  • This position requires effective leadership and efficient management skills for the following key focus areas, (additional responsibilities may be added a the needs of the business change and expand):

Communication

  • Ensuring regular call calibration sessions as agreed.
  • Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
  • Escalating quality deficiencies to Contact Centre Management.
  • Working closely with external Quality Measurement Vendor ensuring that quality improvement steps are initiated and that improvements are ongoing.
  • Attending internal local meeting (staff or with other department).
Quality
  • 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 analyzing Team Leaders transaction monitoring results.
  • Defining and designing action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors.
  • Ensuring 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 analyzing and reporting results, ensuring that reported results are correct and making corrections as appropriate; reviewing sample targets.
  • 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).
  • Mastering Quality Centre (scoring sheet, volume, report etc…).

Product Knowledge Management

  • Ensuring that knowledge about Client products is developed, validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
  • Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
  • Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
  • Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.  

What we are looking for:

To be successful in this role you must…


  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 2 year(s) of working experience in the BPO industry is required for this position.
  • Six Sigma Certification is a plus.
  • Preferably 1-4 Yrs Experience specializing in Quality Control/Assurance in a BPO industry.

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

  • 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.