Quality Assurance Specialist

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

Join our Transcom Family as a Quality Assurance Specialist!

The Quality Assurance Specialist 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 Quality Assurance Specialist is to monitor, listen, record, and evaluate agent phone calls according to the defined rules and processes of Transcom; and to improve customer satisfaction and to act proactively by providing feedback to Operations regarding agent performance. The QA Specialist will ensure the required number for audits for the campaign is completed and the feedback provided to Operations is complete and accurate.

Essential Duties & Responsibilities:

Communication

• Complete internal and external client calibration sessions
• Support the campaign by setting improvement programs and action plans for CSRs
• Provide accurate findings through written and verbal feedback to CSRs and management
• Reporting on completed projects and/or reviews (upon requests)
• Escalating quality deficiencies to TQM and/or Quality Lead
• Attend internal and external meetings (staff, client or other departments)
• Being a campaign expert for all campaigns in assigned site
• Gathering up-to-date information and integrating feedback into the best practices
• Handle internal and client complaint/escalations as required

Knowledge Management

• Informing Training, CS, and OPS of any gaps in contact handling or online guides
• Ensuring the team is well informed with all required campaign information
• Participating to creation of new job aids, and routines
• Providing feedback to stakeholders on any new projects or test programs
• Analysing the usage of client or internal Knowledge database and taking actions accordingly
• Complete self-guided traning on a regular basis or as assigned

Training

• Maintain knowledge and scope through completion of regular training programs
• Delivering client or internal training as required to all stakeholders
• Maintain alignment with Six Sigma and COPC standards
• Identify and report any training needs to maintain high levels of excellence
• Continuously review procedures and implement improvements with feedback to TQM
• Prepare and submit weekly/monthly reports and forms to maintain site performance
• Discuss QA Process and identifiers to Abay agents

Quality

• Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results
• Meeting expectations on regular spot checks, and triads to ensure accuracy in feedback, and scoring provided to CSRs
• Ensuring action plan objectives and performances results were met for each assigned CSR
• Ensure documentation is clearly actioned, and follows the SMART/GROW methodology
• Using client or internal report, regularly review team/agent performance
• Support client and company needs and requirements through Quality Improvement
• Attend specific meetings with clients as required, or any other external meeting (e.g. overflow)

What we are looking for:

To be successful in this role you must…

Educational Background:

• University degree or equivalent higher qualification

Work Experience:

• Have worked in training, quality and/or operations department
• Have worked with numbers and understand 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 behaviour-specific feedback

Skills Requirements:

• 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 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

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.