QA - Analyst - Davao, Philippines

Overview

Job category: Operations

Transcom is looking for talented individuals like you to join our awesome team Be the next Quality Analyst for our Transcom Davao site. Join our Transcom Family as a Quality Analyst

Assignment Summary:

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

• The primary objective of this role is to manage the side-by-side coaching and quality monitoring and to participate in the calibration sessions.
• The overall target is ensuring that quality levels meet or exceed client-and company expectations and to ensure clarification and communication related to Quality.

Quality

• 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, perrformance results, coaching, follow up and consequence have been met.
• To understand and support clients and company needs and requirements for Quality

• Process:

• To ensure that Transcom Worldwide standard procedures are implemented and complied with at all times.
• To co-ordinate 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

• 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

• 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.

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

To be successful in this role you must…

• 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.

It will help if you…

• Have a good understanding of CRM best practices.
• Have worked for a CRM / outsource business.
• Have other language skills including English.

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
• Rice Subsidy*
• Clothing Allowance*
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• 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.