Informazioni Generali

Luogo
Pasig- Tiendesitas
Id lavoro
5109
Categoria posizione
Operations
Requisito linguistico
Inglese

Descrizione e requisiti

Descrizione

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


Join our Transcom Family as a QA Specialist (Gauge Panel)!

Provide support to the campaign by maintaining internal, client, and COPC standards. This role is responsible for supporting evaluators and Advisors within the campaign by conducting workshops, spot-checks and calibrations on a regular basis. Tasks assigned to this role require efficiency, and accuracy to ensure all requirements are met.

Primary functions involve root cause analysis, evaluation reviews, workshop creation and delivery, and investigations into client escalations. These duties improve the overall customer journey, by ensuring we are delivering accurate feedback to our customers, and agents. Root cause analysis helps to support the campaign by addressing key behaviors or concerns impacting performance, and revenue. This role will ensure expectations are met on a monthly basis for the campaign and that the feedback being provided to Operations and the Client is complete and accurate.

Essential Duties & Responsibilities:

Communication

  • Assist in locating and scoring interactions for internal calibration sessions

  • Provide feedback on client or internal escalations (ER Cases)

  • Monitor Team Leaders and Quality Analyst improvement programs and action plans for CSRs

  • Reporting and communication for quality related initiatives

  • Reporting on completed projects, reviews, and analysis (upon requests)

  • Escalating quality deficiencies to appropriate leadership or TQM

  • Attending internal and client meetings on procedural updates or changes

  • Being a campaign expert for trained skill types

  • Promote and integrate best practices, and internal processes into feedback

Knowledge Management

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

  • Ensuring the support staff, and agents are well informed with all required campaign information

  • Creation of new procedures, internal practices, and workshops

  • Participate in root cause analysis on all quality owned action plans

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

  • Promote best practices that align with COPC standards

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

  • Conduct new hire training through shadowing, evaluation review, and workshops

  • Conduct new hire calibrations to ensure accuracy in scoring post onboarding

  • Deliver repeat fail workshops with outliers selected based on previous months performance

  • Deliver additional trainings and pilots to staff or agents to help support the campaign

  • Identifying and reporting any training needs to maintain quality level

  • Providing recommendation to assist in creating new training programs

  • Delivering client specific quality training as required to all stakeholders

  • Continuously review procedures and implement improvements with feedback to TQM Governance

Quality

  • Calibrate with stakeholders through internal and external sessions at regular intervals to monitor and analyze evaluator transactions

  • Using client or internal reports to review and monitor performance of evaluators and agents

  • Understand and support client, and company needs and requirements for Quality Improvement

  • Attend specific product and procedural meetings as required (e.g. client, internal, and overflow)

  • Using quality reporting to maintain expectations and awareness

  • Ensure management is aware of gaps within the support teams that may impact performance

  • Providing support to the support staff through various activities as listed below

Additional Specific Duties & Responsibilities: 

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

  • Provide scoring and feedback which will impact evaluators Reward & Recognition schemes

  • Liase with BM/TL/QA leadership or other Departments/HRM so as to maintain communication and to understand all necessary aspects and needs of employees training and development

  • Ensure management is fully informed of training and development objectives, purposes and achievements.

  • Supporting the development of Quality Leads, Quality Analyst, Team Leads and ultimately each Advisor

  • Providing feedback to Quality Managers and leadership for improving standards and processes

  • Support the campaign through onboarding, team lead audit training, evaluation spot checks, monthly analysis deep dives, conducting internal calibrations and accompanying workshops

  • Following analysis review, assist with creation of action items as requested from leadership, conduct refresher workshops, provide feedback of escalated items sent from the client

  • Support the department through evaluation and coaching coverage as needed or other miscellaneous items


What we are looking for:

To be successful in this role you must…


Work Experience:

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

  • Completed Six Sigma White Belt training


Skills Requirements:

  • Manage time effectively and focused on setting clear objectives and priorities

  • Has worked in a data-driven environment

  • Has worked on analyzing quality data or on root cause analysis

  • Has a background in Six Sigma or COPC process standards

  • Ability to prioritize and organize tasks staying in communication with leads on any potential issues that could impact not only the evaluators but the departments' performance

  • Can be a source of knowledge in creating presentations or action plans

  • Has the passion and drive to maintain constant levels of output, and reach targeted goals while providing accurate and efficient results

  • Comfortable presenting, and working closely with leadership in a training environment

  • Ability to grasp the client’s products and information that is crucial to the team

  • Experienced in building presentations and powerpoints


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.