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

Job Objective:

The purpose of this role is to manage the daily operations of the Quality Analytics Department to ensure world-class service delivery through insights and analytics. The Quality Manager (People Manager) is responsible for driving continuous process improvement in the campaign, resulting in improved performance and increased revenue through insights on improvement and cost efficiency.

Essential Duties & Responsibilities:

1. Communication

• Communicate the status of quality initiatives to operations and stakeholders.
• Track site opportunities and actions, and communicate these to client stakeholders, including report building and analysis.
• Perform weekly coaching for the Quality leadership to ensure objectives are met, with documented feedback on performance and adherence.
• Escalate quality deficiencies to Contact Centre Management.
• Work closely with external Quality Program Managers to initiate and monitor quality improvements.
• Attend internal and client meetings.
• Assist with tracking actions for the Quality Department and ensure deadlines are met.
• Assist with prioritization and communication of tasks.

1. Training

• Ensure quality team members are adequately trained, including onboarding and workshops.
• Assist in client quality standards workshops and create training content as needed.

1. Quality

• Ensure timely report releases by the Quality team.
• Ensure team leaders are familiar with monitoring processes and tools.
• Manage calibration sessions and collaborate with stakeholders for evaluation and performance management.
• Design and follow up on quality improvement action plans.
• Use standard metrics for reporting and analyze results proactively.

1. Process

• Perform root cause analysis on recurring issues and critical quality concerns.
• Follow escalation procedures and ensure compliance with standard procedures, including payroll accuracy and communication.
• Manage information and action plans from external vendors and managers.

1. Culture

• Promote a culture of quality and expertise across products and services.
• Implement reward and recognition schemes.
• Maintain closed-loop communication with leadership and external partners.
• Support team development and provide feedback for process improvements.
• Advocate for Transcom’s values and norms.

Additional Responsibilities:

• Attend regional meetings.
• Audit client workflows and processes.
• Participate in company-wide projects.

Qualifications:

Educational Background:

- College graduate or at least 2 years in college with BPO experience.

Work Experience:

- BPO experience (internal/external).

- Green KPI performance without disciplinary actions in the last 9 months.

- Experience managing teams.

- Experience in client interaction preferred.

- Background in Quality and Customer Experience work.

Skills:

• Proficiency in MS Office (Excel, PowerPoint, Word).
• Knowledge of Google Apps.
• Coaching methodologies.
• Data analysis, presentation, problem-solving skills.

Additional Skills (Preferred):

• Knowledge/training on COPC.
• Knowledge/training on Lean Six Sigma (Yellow Belt).

What We Offer:

• Day 1 HMO.
• Meal & Transportation Allowance.
• Rice Subsidy, Clothing Allowance.
• 24/7 Teleconsult & Free Psychologist.
• In-house & Online Pharmacy.
• Scholarship Program, Retirement Fund.
• Rewards via Tap Card, Insurance, Shuttle Service.

Life at Transcom:

We are committed to our clients and each other, fostering a culture of respect, dignity, and inclusion. We support your growth and recognize your efforts. Join us and be part of a team that values positive change and community impact.