Quality Assurance

2 weeks ago

Pasig, Philippines Transcom Full time

Quality Assurance & Process Improvement Manager

Transcom Pasig, National Capital Region, Philippines

The primary objective of this role is to ensure that the QAPI Department is providing valuable insights, findings, coaching, analysis, and support to the campaign. This role will directly assist the Quality Manager in running in auditing site performance, analysis, supporting other leadership for quality-related activities.

Communication:

  • Communicate status of quality initiatives to operations and other stakeholders
  • Track site opportunities, and actions to be able to communicate this to the client stakeholders on an as-needed basis, including building reports, and additional analysis for review
  • Perform weekly effectiveness and efficiency coaching for the Quality leadership to ensure that team objectives are being met.
  • Work closely with external Quality Program Manager ensuring that quality improvement steps are initiated and that improvements are ongoing
  • Attend internal and client meetings (staff or with other department)
  • Assist with tracking assigned actions for the Quality Department, ensuring deadlines are met.

Training:

  • Ensure that the members of the quality team are adequately trained to do the job, including the initial Onboarding, and ad-hoc workshops to refine their skills
  • As needed, assist operations and other departments in completing client quality standards workshops
  • Ensure scheduling and delivery of department owned workshops based on analysis actions, additionally provide recommendations and assistance in creating new workshop content or training material

Quality:

  • Ensure timely reports are released by Quality Analyst, and Quality Leads
  • Ensure the Team Leaders are familiar with process and tools to conduct monitoring sessions
  • Ensure completion of Internal and External Calibrations.
  • Design action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors
  • Ensure through follow-up that action plan objectives such as feedback quality, performance results, coaching, follow up and consequence have been met

Process:

  • Perform root cause analysis for recurring process issues or critical quality concerns which can lead to contractual or regulatory risks.
  • Ensures Internal escalation processes are followed
  • Ensures that Transcom Worldwide standard procedures are implemented and complied with at all times
  • Ensuring payroll is accurately submitted for each team within the designated time, creating tickets and communicating with the necessary departments when payroll corrections are needed

What we are looking for:

  • College Graduate or at least 2 years in college (for candidates with BPO experience)
  • BPO experience (internal and external candidates)
  • Experience in managing people / teams
  • Experience in internal and external client interaction is preferred
  • Quality and Customer Experience Work

Skills Requirements:

  • Knowledge in MS Office Suite (Excel, PowerPoint, Word)
  • Knowledge in using Google Apps (Sheets, Slides, Docs)
  • Knowledge in Coaching methodologies
  • Knowledge in presentation, data analysis, and problem solving
  • Keen attention to details

What's in it for YOU

  • Day 1 HMO
  • Rice Subsidy
  • Clothing Allowance
  • 24/7 Teleconsult
  • Free Psychologist Consultation
  • In-house & Online Pharmacy
  • Retirement Fund
  • Free Meal & Medicine
  • Loyalty Incentives
  • Free Shuttle Service
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