Quality Assurance (QA) Analyst - Manila, Philippines

Location: Philippines, Pasig- Tiendesitas

Job category: Operations

Language:

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

Join our Transcom Family as a QA Analyst

The QA Analyst provides Quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are primary functions. The primary role of a QA Specialist is to monitor, listen, record, and evaluate agent phone calls according to the defined rules and processes of Transcom; improve customer satisfaction, and act proactively by providing feedback to Operations regarding agent performance. The QA Specialist will ensure the required number of audits for the campaign is completed and the feedback provided to Operations is complete and accurate.

Communication

Assist in locating contacts for internal and external client calibration sessions
Supporting Team Leaders in setting improvement programs and action plans for CSRs
Reporting on completed projects and/or reviews (upon request)
Escalating quality deficiencies to TQM
Attending internal local meetings (staff or other departments)
Being a campaign expert for all campaigns in the assigned site
Gathering up-to-date information and integrating feedback into the best practices
Handle internal and client complaints/escalations

Knowledge Management

Informing Training, CS, and OPS of any gaps in contact handling or online guides.
Ensuring the PS-QAS team is well-informed with all required campaign information
Participating in the creation of new procedures, routines, etc.
Providing feedback to stakeholders on any new projects or test programs
Analysing the usage of the Knowledge Management database and taking actions accordingly.

Training

Providing recommendations to assist in creating new training programs
Delivering client-specific quality training as required to all stakeholder
Participating in the analysis of the product test results
Identifying and reporting any training needs to maintain the quality level
Continuously reviewing procedures and implementing improvements with feedback to TQM Governance. Smooth transition to quality improvement
Prepare and submit weekly/monthly test questions and recommendations for ETA
Discuss QA processes and identifiers with Abay agents.

Quality

Calibrating with TQM, Team Leaders, Business Managers, and client at regular intervals, monitoring transactions, and analyzing transaction monitoring results.
Ensuring through follow-up that action plan objectives have been met, feedback quality and performance results, coaching, follow up, and consequence (PDP, action plan).
Using the Group Report, if needed, as an extended means to review the performance of the team/agents.
Understanding and supporting client's and company needs and requirements for Quality Improvement.
Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
Using Quality Centre (scoring sheet, volume, report, etc.).

What we are looking for:

To be successful in this role you must have:

University degree or equivalent higher qualification
Have worked in a training, quality, and/or operations department.
Have worked with numbers and understand the basic mathematics needed for reporting, analysis, and differentiation purposes.
Have a proven and successful track record of effective training in the CRM business or a closely related industry.
Have experience in monitoring/coaching skills related to behavior-specific feedback.
Manage your time effectively and be focused on setting clear objectives and priorities.
Have worked in a data-driven environment
Master local language (verbal & written)

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.