Quality Assurance & Process Improvement Manager

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

Join our Transcom Family as a Quality Assurance & Process Improvement Manager!

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 in auditing site performance, analysis, supporting other leadership for quality-related activities. Both internal and external expectations should be met in a timely and effective manner.

Essential Duties & Responsibilities:

Communication

- Communicate 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 the 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 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 department)

- 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 process 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 analysing 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 Vendor and Manager

What we are looking for:

To be successful in this role you must…

Educational Background: (or equivalent to Work Experience Qualifications)

- College Graduate or at least 2 years in college (for candidates with BPO experience)

Work Experience:

- BPO experience (internal and external candidates)

- Experience in managing people / teams

- Experience in internal and external client interaction is preferred

- Quality and Customer Experience Work

Skills Requirements:

- Knowledge in MS Office Suite (Excel, PowerPoint, Word)

- Knowledge in using Google Apps (Sheets, Slides, Docs) - Knowledge in Coaching methodologies - Knowledge in presentation, data analysis, and problem solving

- Keen attention to details

Additional Skillsets Preferred:

- Knowledgeable / trained on COPC

- Knowledgeable / trained on Lean 6Sigma / Yellow Belt

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

*Note: Applicable to Level 1 & 2 positions only.

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.