Quality Analyst - Bacolod, Philippines (Pooling)

Transcom

Bacolod

On-site

PHP 279,000 - 390,600

Full time

14 days+

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Benefits offered by this job

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

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom is seeking a Quality Analyst for our Bacolod site. This role is key in ensuring quality monitoring aligns with client agreements and internal processes. You will work closely with Team Leaders to improve quality standards and coaching practices.

The ideal candidate has experience in quality operations and excellent analytical skills. Benefits include Day 1 HMO, allowances, and various incentives.

Qualifications

Experience in a Quality or Operations department.
Proficiency in basic mathematics for reporting and analysis.
Experience in monitoring and providing behavioral feedback.

Responsibilities

Ensure quality monitoring aligns with contractual agreements.
Lead and coach participants in monitoring execution.
Maintain accurate records and conduct analysis of results.

Skills

Quality monitoring

Basic mathematics

Monitoring skills

Coaching skills

Time management

Fluency in English

Job description

Quality Analyst - Bacolod, Philippines (Pooling)

Location: Philippines, Bacolod City

Job category: Operations

Language: English

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

Join our Transcom Family as a Quality Analyst!

The Quality Analyst is responsible for the quality monitoring for all campaigns on his site aligned to the contractual commitments.

Responsibilities

To ensure monitoring of transactions is aligned to client contractual agreements and that internal and external calibration sessions are conducted in accordance with campaign / client requirements.
To fully understand contractual KPIs ensuring full communication to Team Leaders.
To ensure the Team Leaders are familiar with process and tools to conduct monitoring sessions.
To ensure accurate records are maintained of all monitoring.
To use 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.
To lead, coach and motivate participants in the execution of monitoring in identifying opportunities for improvement.
To calibrate with Team Leaders, Product Specialists, Business Managers, client and external Quality Measurement Vendors at regular intervals, monitoring transactions and analysing Team Leaders transaction monitoring results.
To define and design action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors.
To ensure through follow‑up that action plan objectives such as feedback quality, performance results, coaching, follow up and consequence have been met.
To understand and support clients and company needs and requirements for Quality

Improvement

To master Quality Centre (scoring sheet, volume, report etc.).

Process

To ensure that Transcom Worldwide standard procedures are implemented and complied with at all times.
To co‑coordinate activities ensuring consistency, cohesiveness and sharing of best practice.
To ensure that standard escalation processes are followed.
To keep/archive/update information and action plans from external Quality Assessments.

Culture

To be the central and responsible point of contact in the company for quality.
To promote a culture of both quality and know‑how, for all products and services delivered to clients and customers.
To ensure that leadership of quality are permanently visible and are positively impacting results.
To ensure closed loop communication to Team Leaders and Product Supervisors and external resources. Central point of contact for quality and competence for Business Managers, Contact Centre Manager, Country management as well as External Quality

Measurement Vendor

To support the development of each team and ultimately each agent.
To be accountable for quality results from the CSR upwards, if requested.
To provide feedback to Corporate Governance on ideas for improving standards and processes.
To be an advocate of Transcom’s values and norms.

Others

To audit Client workflow/processes.
To participate in company wide projects.

What we are looking for:

Have worked in a Quality or Operations department.
Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
Have experience in monitoring skills and coaching skills related to behaviour specific feedback.
Manage your time effectively and be focused on setting clear objectives and priorities.
Be fluent in English.

It will help if you...