Quality Manager - Iloilo

Transcom Worldwide Philippines, Inc.; Iloilo City; On-site; PHP 600,000 - 820,000; Full time

Benefits offered by this job

Day 1 HMO

Teleconsult services

Free psychologist consultation

Scholarship potential

Insurance coverage

Job summary

Transcom Worldwide Philippines, Inc. is hiring a Quality Manager for the Iloilo site. You will lead quality improvement initiatives, coordinate with clients and vendors, and drive adherence to quality processes across teams.

The role requires a Bachelor’s degree and 2+ years in BPO quality control/assurance; Six Sigma certification is a plus. Expect active collaboration with various departments to raise service quality.

Qualifications

• Bachelor's/College Degree in any field required.
• At least 2 years in the BPO industry in quality control/assurance.
• Six Sigma certification is a plus; knowledge of quality tools is preferred.

Responsibilities

• Develop and deliver Quality Improvement for Transcom WorldWide business units.
• Lead calibration sessions and produce quality scoring reports at set frequencies.
• Escalate quality deficiencies to Centre Management and coordinate with vendors.
• Collaborate with internal teams to design action plans for quality improvement.
• Support knowledge management and ensure product knowledge is shared with CSRs.
• Attend product meetings with clients and ensure quality processes are followed.

Skills

Quality Management

Leadership

Communication

Education

Bachelor's/College Degree

Six Sigma Certification

Job description

Join our Transcom Family as a Quality Manager!

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

Responsibilities:

• The Quality Manager is responsible for the development and delivery of Quality Improvement to a Transcom WorldWide business unit.
• This position requires effective leadership and efficient management skills for the following key focus areas, (additional responsibilities may be added a the needs of the business change and expand):

Communication

• Ensuring regular call calibration sessions as agreed.
• Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
• Escalating quality deficiencies to Contact Centre Management.
• Working closely with external Quality Measurement Vendor ensuring that quality improvement steps are initiated and that improvements are ongoing.
• Attending internal local meeting (staff or with other department).
• QualityEnsure the Team Leaders are familiar with process and tools to conduct monitoring sessions.
• Calibrating with Team Leaders, Product Supervisors, Business Managers, client and external Quality Measurement Vendors at regular intervals, monitoring transactions and analyzing Team Leaders transaction monitoring results.
• Defining and designing action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors.
• Ensuring 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 analyzing and reporting results, ensuring that reported results are correct and making corrections as appropriate; reviewing sample targets.
• Understanding and supporting clients 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).
• Mastering Quality Centre (scoring sheet, volume, report etc…).

Product Knowledge Management

• Ensuring that knowledge about Client products is developed, validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
• Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
• Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
• Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.

What we are looking for:

To be successful in this role you must…

• Candidate must possess at least a Bachelor's/College Degree , any field.
• At least 2 year(s) of working experience in the BPO industry is required for this position.
• Six Sigma Certification is a plus.
• Preferably 1-4 Yrs Experience specializing in Quality Control/Assurance in a BPO industry.

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
• 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.