Transcom

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

Join our Transcom Family as a Quality Manager!

The purpose of this role is to manage the daily operations of the Quality Analytics Department to ensure world-class service delivery through insights an analytics. The Quality Manager (People Manager) is responsible for driving continuous and process improvement in the campaign that results in improved performance and increases in Transcom revenue in producing improvement and cost efficiency insights.

Essential Duties & Responsibilities:

⮚ People Development

● Create Individual Development Plans based on Competency Assessment results

● Rank & develop QA Specialists / Analysts based on 7 Competencies

● Conduct monthly skip level Temp Check sessions with L1 staff

● Coaching and direction of QA Supervisors and Analysts

● Assessment and maintenance of staffing and ratio

⮚ Insights and Analytics

• Coordination with Campaign QA Managers for Insights

• Focus KPI’s

• Target-setting

• QA FTE requirement per project targets

• Target Completion

• Audit Accuracy

⮚ Stakeholder Management

● Represent the department during Management and Client meetings which require participants from QA

● Conduct / join internal and external calibration sessions

● Liaise with key internal and external stakeholders via meetings, focus group discussions, business reviews to support performance improvement needs

What we are looking for:

To be successful in this role you must…

• possess at least a Bachelor's/College Degree in 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

•   Green KPI Performance without any progressive discipline for the last 9 months (internal)

•  Experience in managing people / teams

•  Experience in internal and external client interaction is preferred

• Quality and Customer Experience Work

Functional Knowledge

• Outstanding Organizational Skills and Time Management

• Exceptional Leadership skills

• Able to be confident in front of people at all levels internally and externally

• Can delegate and manage tasks

Essential

• Strong experience in MS Office Suite (Excel, PowerPoint, Word, Vision)

• Knowledge in using Google Apps (Sheets, Slides, Docs)

• Good understanding of analytics, methodologies and keen attention to details

• Strong understanding of Contact Centre Operations

Desirable

• Lean Six Sigma Green Belt Trained / Certified

• Knowledgeable of Customer Experience Management 

• Knowledgeable of COPC Methodologies

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

• 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