Quality Supervisor - Manila, Philippines

Location: Philippines, Pasig Ayala 30th

Job category: Operations


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

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

Join our Transcom Family as a Quality Supervisor!

The purpose of this QAPI Lead is to manage the daily operations of the Quality Analytics and Performance Improvement Department to ensure world-class service delivery through insights and analytics. 
  • Responsible for driving the QAPI Specialists' and Analysts' performance and goal attainment
  • Ensures that the team supports improving the program’s performance and revenue through strategic assessment, validations, and insights delivery
Essential Duties & Responsibilities:
  • People Development
    • Create Individual Development Plans for QAPI Specialists based on competency and performance
    • Rank & develop QA Specialists / Analysts based on 7 Competencies
    • Coach and provide direction to QAPI Specialists
    • Maintain and drive Quality Team Performance (Efficiency, Productivity, Accuracy, Reliability)
  • Insights and Analytics
    • Coordination with Campaign QAPI Managers for Insights
    • Target Completion
    • Accuracy
    • Creation of trends and simple reports analytics on quality and compliance parameters
  • Stakeholder Management
    • Represent the department during Operations and Client meetings which require participants from QAPI
    • Conduct/join internal and external calibration sessions
Key Metrics and Scorecard:
  • People Development
    • Right Staffing across all Staff levels
    • Development Plans on Skillset Training
    • Implementation of Centralization Plan
    • Drive Team Performance: Accuracy, Efficiency, Attendance
  • Internal Client Support
    • Alignment of Transcom QAPI methodologies and process
    • Provide process recommendations on simplification targeting to improve customer and agent effort
    • Weekly / Fortnightly / Monthly Insights Read Out to QA Specialists
  • Coaching Effectiveness
    • Coaching Effectiveness - Coaching Rubric / Norm Form Triad Score (based on 1 manager triad session per week)
    • Completion of required Weekly / Fortnightly QA Specialist Coaching Sessions
    • Delivery of Temp Check sessions with running tracker of People Issues and action taken regularly updated (limited audience)
    • Tracking of Actions on QAPI Specialist People Opportunities on OPS KPIs
What we are looking for:

To be successful in this role you must…
  • At least 2 years in college or Senior High School Graduate (for candidates with BPO experience)
  • BPO experience (internal and external candidates)
  • Green KPI Performance for at least 3 months (internal)
  • Experience as a Back-up Quality, Trainer or Team Leader is preferred with Operations Leaders and Client interaction (internal and external candidates)
  • Experience in managing people/teams
  • Quality and Customer Experience Work
Skills Requirements:
  • Knowledge of MS Office Suite (Excel, PowerPoint, Word)
  • Knowledge of using Google Apps (Sheets, Slides, Docs)
  • Knowledge of Coaching methodologies
  • Keen attention to details

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.

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