Opće informacije

Lokacija
Bacolod City
ID posla
11129
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 QA Supervisor for our Transcom Bacolod site.


Join our Transcom Family as a QA Supervisor!


The Quality Assurance Supervisor oversees a group of quality specialists and is responsible for their overall performance and development, ensuring expected targets are achieved and maintained. In collaboration with the Quality Manager, you will be accountable for the development and delivery of quality improvement to Transcom while positively impacting the customer experience and being COPC compliant. In this role, you will also be responsible to monitor calls, evaluate and track performance, conduct triad-coaching sessions as well as audit and improve coaching effectiveness. This position requires effective leadership and efficient management skills.

Responsibilities:

Communication

● Supporting and maintaining quality improvement programs and action plans

● Attending and coordinating calibration calls and driving best practices and feedback.

● Work in conjunction with Reporting and QM to produce reports on quality scoring internally and externally at agreed frequencies and upon requests.

● Escalating quality deficiencies

● Monitoring quality performance and ensuring progressive results

● Attending applicable meetings

● Being a campaign subject matter expert

● Handle internal and client complaint/escalations


Knowledge Management

● Ensuring quality team is well informed with all campaign requirements and expectations.

● Ensuring that knowledge about Client products is developed, validated and distributed to the team

● Be able to identify and drive awareness into program, process and agent gaps

● Participating in creation of new procedures, routines etc…

● Implementing an ongoing knowledge management improvement cycle through collecting and analysing performance results and developing action plans.


Training

● Providing quality focused recommendations to assist in enhancing the new hire training curriculum and/or developing recursive training to close identified gaps.

● Deliver training/ workshops or facilitating discussions focused on improving quality-focused behaviours that impact the customer experience.

● Identifying and reporting any training needs to maintain quality level

● Continuously reviewing process / procedures and working with the QM to implement improvements

Quality

● Calibrating with the internal team and client at regular intervals

● Monitoring transactions and analysing results.

● Designing action plans for quality improvement together with clients and the internal team.

● Ensuring follow through with action plan objectives and applicable consequences.

● Provide feedback and analytics regarding quality and performances results

● Coaching and team development

● Understanding and supporting the client and company needs for Quality Improvement.

● Be proactive in analysing team performance, ensuring targets and expectations are met.

● Identify scoring variances through audits as well as the calibration process and conduct huddles to reduce common gaps.

● Establish an environment of effective coaching


Additional Specific Duties & Responsibilities:

● Promote a culture of quality and know-how for all products and services delivered to clients and customers

● Ensuring that Transcom standard procedures are implemented and complied with at all times

● Maintain an environment of open communication to understand all necessary aspects and needs of your employees

● Maintain a high level of professionalism by adhering to Transcom's Code of Conduct.


What we are looking for:


To be successful in this role you must…


● University degree or equivalent higher qualification

● 2 years’ experience working in a BPO environment within a quality and/or operations role.

● Preferably 1-4 years’ experience specializing in quality control/assurance in a BPO industry.

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

● Have 1 – 2 years’ experience in coaching and team development, related to behaviour specific feedback.

● Has strong experience using Google Apps and/or Microsoft Office

● Six Sigma certification is a plus

It will help if you…

  • Previous quality experience

  • Have led a team of people

  • Have worked in a call center environment

  • Have worked in a performance-driven environment

  • Have experience working in a virtual environment


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.