Transcom

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

Join our Transcom Family as a QA Supervisor!

The QA Supervisor is directly responsible for managing product knowledge, efficiency, quality, and effectiveness for his/her team. His/her daily activities primarily focus on effectively leading and managing a team of Quality Analysts to meet company objectives in all areas of employee, client, and shareholder satisfaction. This especially includes the developing competencies of the Quality Analyst and ensuring that behaviors are in alignment with Transcom's vision and goals.

Responsibilities:

This position requires effective execution in key focus areas. Additional responsibilities may be added as the needs of the business change and expand:

People

• Promote communication and be open to feedback.

• Keep motivation high by adapting the leadership style to individual needs.

• Create an environment conducive to success by promoting and recognizing initiatives.

• Ensure high employee satisfaction and attendance.

• Promote teamwork and cooperation amongst team members and colleagues.

• Lead by example.

• Take full responsibility and the required action on disciplinary procedures.

• Ensure that all members of the team meet targets consistently and effectively while maintaining quality standards

Performance

• Understand and meet production targets for different client projects, goals, and actions

• Review, create, and present monthly analysis to build actions for campaign performance

• Complete designated weekly, monthly, and quarterly tasks assigned by your manager

• Keep the team aligned with COPC, company, and client requirements

• Ensure team completion for other assigned tasks within the specified time

• Review and evaluate performance reports

• Meet targets for the team while maintaining best practices and aligning to company and client standards. If necessary, set up individual targets and goals for each quality analyst

• Take full responsibility for team results

• Set priorities within the expected or assigned tasks, to maximize own time management

• Propose and promote motivational activities as directed by the company/manager

• Utilize coaching sessions to identify your successes with your team or an individual

• Schedule Adherence must be reviewed daily, and weekly to avoid payroll anomalies

• Assist with employee and self-alignment by minimizing absenteeism (<4%) every month

• Complete monthly coaching and triad sessions that are documented via a ticket and form

• Be able to present information confidently and accurately to quality, operations, or other departments in weekly, monthly, or quarterly meetings

Quality

• Have a clear understanding of quality expectations for the specified client's products and services

• Set up quality goals for the team to meet and exceed Client and Transcom expectations, including both calibrations and monthly spot checks

• Be a specialist in quality observation and evaluation

• Promptly respond to disputes for your teams evaluations as needed while staying objective

• Monitor performance to ensure that each assigned Quality Analyst provides quality feedback

• Monitor and complete calibrations with Clients as scheduled

• Provide continued teaching and coaching to reach set goals and targets

• Follow up on quality goals within the team, and create actions to address issues as needed

What we are looking for:

To be successful in this role you must…

•  Able to demonstrate proficiency in the English language; written and verbal

• Bachelor’s degree or minimum 6 months previous managerial work experience

• Experience in similar job role, or a good understanding of the role and responsibilities

• Have the ability to set SMART/GROW targets within the team

• Ability to analyze results and make decisions based on facts and figures

• Ability to quantify and understand results and how to effectively identify root causes

• Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes.

• Have strong organizational and time management skills

• Be focused on setting clear objectives and priorities.

• Good understanding of mobile and computer technology

• Ability to provide a quiet distraction-free work environment

• Ability to work a flexible schedule

• Successful verification of required equipment that meets client minimum requirements

• Successful completion of criminal background check or HR screening requirements

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!

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.