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Quality Assurance Manager- Pasig

Location: Philippines, Pasig City, Tiendesitas

Job category: Operations

Language: English

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

 

The purpose of this role is to manage daily operations of the Quality Analytics and Performance Improvement Department to ensure world-class service delivery through insights and analytics. The Quality Manager (People Manager) is responsible for driving continuous and process improvement in the campaign that result to improved performance and increase 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 QAPI 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 requires participants from QAPI
  • 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

Job Specifications (Qualifications, Skills and Experience):

Educational Background:

  • At least 2 years in college or Senior High School Graduate

Work Experience:

  • BPO experience (internal and external candidates)
  • 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

Skills Requirements:

  • Functional Knowledge
  • Exceptional Leadership skills
  • Outstanding Organizational Skills and Time Management
  • 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, Visio)
  • 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

 

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

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

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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