COPC Implementation Leader

Transcom is looking for talented individuals like you to join our awesome team Be the next COPC Implementation Leader for our Transcom Pasigsite.

Join our Transcom Family as a COPC Implementation Leader

The COPC Implementation Leader is responsible for designing, deploying, and sustaining the COPC Customer Experience (CX) Standard across contact center operations. This role acts as the primary authority on quality systems, continuous improvement, statistical process control, and compliance auditing. The leader bridges operational strategy and execution to ensure site performance consistently achieves client SLAs and COPC benchmark standards.

Key Responsibilities & Duties:

• Deploy and maintain the COPC CX Standard (Release 8.0) across all operating units and client lines of business.
• Own, update, and manage (Process Performance Tables), ensuring all metrics maintain explicit targets, baseline capability tracking, and defined Out-of-Control (OOC) action triggers.
• Conduct quarterly document gap analyses and enforce Document Control protocols for all QMS, SOP, and training artifacts.
• Lead internal COPC baseline audits and host external certifying auditors during official accreditation site visits.

2. Quality Management & Team Leader Development

• Oversee transaction quality auditing frameworks, ensuring statistically valid sampling methodologies across all interaction channels.
• Perform monthly coaching ticket audits for Team Leaders (TLs) to ensure specific, actionable, and behavior-based feedback.
• Facilitate monthly quality calibration sessions across Ops, QA, and Client teams to maintain a Calibration Precision Rate.

3. Continuous Improvement & Statistical Analytics

• Lead complex Six Sigma DMAIC projects to resolve chronic metric defects (e.g., CSAT, DSAT, FCR, AHT, Attrition).
• Perform advanced statistical analyses using statistical software (Minitab/JMP) including Hypothesis Testing, Regression, ANOVA, MANOVA, and Statistical Process Control (I-MR, P-charts).
• Evaluate operational trade-offs and cost structures using financial tools such as the Cost of Attrition Calculator and Absenteeism Impact Models.

4. Stakeholder Management & Reporting

• Partner with Workforce Management (WFM), Training, HR, and Operations to ensure aligned staffing forecasts, recruitment profiles, and onboarding ramp lines.
• Prepare and deliver executive-level business reviews, quarterly quality audits, and driver analyses to senior leadership and client stakeholders.

What we are looking for:

To be successful in this role you must have…

• 3-5+ years of leadership experience in contact center operations, quality management, or operational excellence (BPO or in-house).
• Deep expertise in Six Sigma, Lean, or continuous improvement frameworks (DMAIC, RCA, Value Stream Mapping), with a proven track record of managing process capability and statistical process control (I-MR charts, Pareto analysis).
• Strong proficiency in data analysis, root-cause diagnostics, and performance modeling—capable of analyzing complex metric suites (correlation, regression, MANOVA) to drive CSAT, FCR, and AHT improvements.

Technical Expertise:

• Advanced capability in hypothesis testing, regression analysis, MANOVA/ANOVA, capability analysis, and statistical process control (I-MR, P-charts, Pareto charts).
• Advanced Excel / Google Sheets: Mastery of dynamic arrays, complex formulas (XLOOKUP, INDEX/MATCH), pivot tables, Power Query for ETL processes, and VBA/macros for reporting automation.
• Ability to write SQL queries to pull raw transaction, QA, and workforce management data directly from enterprise data warehouses (Snowflake, BigQuery, MS SQL Server).
• Proficiency in standard flowcharts and value stream mapping tools (MS Visio, Lucidchart, Miro).
• Familiarity with project tracking tools (Jira, Asana, Monday.com) to log, track, and enforce Corrective Action Plans (CAPs) and Six Sigma DMAIC projects.

Profession:

• Six Sigma & Quality Management Certifications - Certified Six Sigma Black Belt (CSSBB) or Green Belt (CSSGB)
• Project & Agile Management Certifications
• Analytics & Data Analysis Certification

Certifications:

• Minitab Certified Expert / Quality Analytics Specialist

Ideal Educational Background

• Bachelor’s Degree: Industrial Engineering / Systems Engineering, Applied Statistics / Mathematics / Data Analytics, Business Administration / Operations Management, Information Technology / Computer Science

Professional candidates who match this profile typically:

• Quality Assurance Sr Manager