Quality Assurance Manager

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

Join our Transcom Family as a Quality Manager
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 and process improvement in the campaign that results in improved performance and increases in Transcom revenue through insights into improvement and cost efficiency.

1. Communicate status of quality initiatives to operations and other stakeholders.
2. Track site opportunities and actions, and communicate these to client stakeholders as needed, including report building and analysis.
3. Perform weekly coaching for Quality leadership to ensure team objectives are met, with documented feedback on performance and schedule adherence.
4. Escalate quality deficiencies to Contact Centre Management.
5. Collaborate with external Quality Program Managers to initiate and maintain quality improvements.
6. Attend internal and client meetings (staff or with other departments).
7. Track assigned actions for the Quality Department, ensuring deadlines are met.
8. Assist with prioritization, communication, and delivery of tasks.
9. Ensure quality team members are adequately trained, including onboarding and workshops to refine skills.
10. Assist operations and departments in client quality standards workshops.
11. Schedule and deliver department workshops, and develop training materials as needed.
12. Ensure timely reports from Quality Analysts and Leads.
13. Ensure Team Leaders are familiar with monitoring processes and tools.
14. Complete internal and external calibrations, partnering with relevant stakeholders for evaluation results.
15. Design and implement action plans for quality improvement with clients and partners.
16. Follow up to ensure objectives such as feedback, coaching, and performance management are met.
17. Use standard metrics for reporting, analyze results proactively, and correct as necessary.
18. Perform root cause analysis for recurring issues to mitigate risks and improve KPIs.
19. Follow escalation procedures (Tandim, ServiceNow, HRSnow, etc.).
20. Ensure compliance with Transcom procedures and accurate payroll submission.
21. Manage information and action plans from external vendors and managers.
22. Promote a culture of quality and knowledge sharing across teams.
23. Provide recognition and incentives for quality and competence.
24. Maintain clear communication with Team Leaders, Supervisors, and external resources.
25. Support team development and provide feedback for continuous improvement.
26. Contribute ideas for improving standards and processes to Corporate Governance.
27. Advocate for Transcom's values and norms.

Additional Specific Duties & Responsibilities:

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

What we are looking for:
Educational Background:

➢ College Graduate or at least 2 years in college (for candidates with BPO experience).

Work Experience:

➢ BPO experience (internal and external candidates).

➢ Green KPI Performance without any disciplinary actions in the last 9 months.

➢ Experience managing people/teams.

➢ Experience in client interaction is preferred.

➢ Background in Quality and Customer Experience Work.

Skills Requirements:

➢ Knowledge of Google Apps (Sheets, Slides, Docs).

➢ Coaching methodologies.

➢ Presentation, data analysis, and problem-solving skills.

➢ Keen attention to detail.

Additional Skillsets (Preferred):

• Knowledgeable/trained on COPC.
• Knowledgeable/trained on Lean 6Sigma / Yellow Belt.

What's in it for YOU

Driven by our "Malasakit" culture, we ensure our team members are well cared for. Benefits include:

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

What Life at Transcom is like

At Transcom, we're committed to our clients and each other. We foster a culture of recognition, teamwork, and community support. We care, and support each other from day one, with limitless potential for growth.

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