The primary objective of this role is to ensure that the QAPI Department is providing valuable insights, findings, coaching, analysis, and support to the campaign. This role will directly assist the Quality Manager in running auditing site performance, analysis, and supporting other leadership for quality-related activities. Both internal and external expectations should be met in a timely and effective manner.

Communication

• Communicate the status of quality initiatives to operations and other stakeholders
• Track site opportunities, and actions to be able to communicate this to the client stakeholders on an as-needed basis, including building reports, and additional analysis for review
• Perform weekly effectiveness and efficiency coaching for Quality leadership to ensure that team objectives are being met. Feedback should be documented through the coach and it should include performance and schedule adherence
• Escalate quality deficiencies to Contact Centre Management
• Work closely with the external Quality Program Manager ensuring that quality improvement steps are initiated and that improvements are ongoing
• Attend internal and client meetings (staff or with other departments)
• Assist with tracking assigned actions for the Quality Department, ensuring deadlines are met.
• Assist with prioritization levels, and necessary communication and delivery

Training

• Ensure that the members of the quality team are adequately trained to do the job, including the initial Onboarding, and ad-hoc workshops to refine their skills
• As needed, assist operations and other departments in completing client quality standards workshops
• Ensure scheduling and delivery of department-owned workshops based on analysis actions, additionally provide recommendations and assistance in creating new workshop content or training material

Quality

• Ensure timely reports are released by Quality Analyst and Quality Leads
• Ensure the Team Leaders are familiar with processes and tools to conduct monitoring sessions
• Ensure completion of Internal and External Calibrations. Partner with operations, supervisors, and client Quality Program Managers for roster changes, and performance management for evaluation monitoring results
• Design action plans for quality improvement together with clients, Team Leaders, Business
• Managers and external Quality Measurement Vendors
• Ensure 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

Process

• Perform root cause analysis for recurring process issues or critical quality concerns which can lead to contractual or regulatory risks. Root cause analyses to help drive CSAT and other critical KPIs are expected
• Ensures Internal escalation processes are followed (Tandim, ServiceNow, HRSnow, etc)
• Ensures that Transcom Worldwide standard procedures are implemented and complied with at all times ensuring payroll is accurately submitted for each team within the designated time, creating tickets, and communicating with the necessary departments when payroll corrections are needed
• Manage information and Action Plans from external Quality Program Vendors and Managers

Culture

• Promote a culture of both quality and know-how, for all products and services delivered to clients and customers
• Provide Reward & Recognition for quality and competence, through incentive schemes and other appropriate mean
• Ensure closed-loop communication with Team Leaders, Product Supervisors, and external resources. The central point of contact for quality and competence for Business Managers, Contact Centre Managers, Country management as well as External Quality Measurement Vendor
• Support the development of each Team and ultimately each Agent
• Provide feedback to Corporate Governance on ideas for improving standards and processes
• Be an advocate of Transcom’s values and norms

What we are looking for:

• To be successful in this role you must…
• College Graduate or at least 2 years in college (for candidates with BPO experience)
• BPO experience (internal and external candidates)
• Green KPI Performance without any progressive discipline for the last 9 months
• Experience in managing people/teams
• Experience in internal and external client interaction is preferred
• Quality and Customer Experience Work
• Knowledge of MS Office Suite (Excel, PowerPoint, Word)
• Knowledge in using Google Apps (Sheets, Slides, Docs)
• Knowledge of Coaching methodologies
• Knowledge in presentation, data analysis, and problem-solving
• Keen attention to details
• Knowledgeable / trained in COPC
• Knowledgeable / trained on Lean 6Sigma / Yellow Belt

What Life at Transcom is like!