Quality Assurance

Awesome CX by Transcom is looking for talented individuals like you to join our Awesome Team Be a Quality Assurance and Training Specialist for our Awesome CX by Transcom Davao site. This role will focus on partnering closely with team leads, identify performance gaps, and take ownership of closing them through consistent training, accurate reporting, and follow-through on action plans.

Join our Awesome CX by Transcom Family as a Quality Assurance and Training Specialist

Key Responsibilities

Quality Auditing and Feedback

• Create, implement, and clearly communicate quality guidelines and processes for the account.

• Conduct accurate, consistent scoring of emails, chats, and other service channels, ensuring all evaluations are fair and aligned with standards.

• Conduct regular calibration sessions with HQ team, ACX leadership, and agents to maintain alignment on quality expectations.

• Audit SLA-breached tickets to ensure they are being properly addressed and maintained, using HQ guidelines to identify gaps and create targeted coaching plans.

• Review all low-rated CSAT tickets, warranty cases being one of the most common, and use them as training material to address root causes.

• Maintain precise, reliable quality and KPI data that can be used for leadership decision-making.

• Monitor assigned duties for accuracy and efficiency, ensuring workloads are balanced and deadlines met.

• Utilize the established audit form to conduct evaluations, while also reviewing the form itself regularly to identify opportunities for improvement and providing recommendations to HQ when updates or enhancements are needed.

Performance Coaching and KPI Management

• Proactively monitor agent KPIs, including CSAT, SLA compliance, and accuracy in handling top case types, ensuring measurable improvements are achieved.

• Develop and implement individualized coaching plans with clear, measurable goals and deadlines.

• Partner with team leads to align on agent progress, follow up on action items, and hold agents accountable for improvement.

• Hold bi-weekly one-on-one feedback sessions with each agent, focusing on skill-building and closing performance gaps.

• Distribute monthly agent scorecards to track and communicate performance trends.

• Recognize and celebrate agent achievements during team meetings and through internal communications.

• Contribute to weekly reports with HQ leaders and ACX team leads to assess performance volume, quality trends, and department needs.

Training and Development

• Based on team performance and audit trends, design and deliver targeted training refreshers and workshops to improve skills such as empathy, de-escalation, tone, and handling complex or high value cases.

• Follow up after training sessions to ensure new skills and processes are consistently applied.

Process Improvement and Reporting

• Proactively identify trends, recurring issues, and opportunities for improvement to increase efficiency and accuracy, and escalate to leadership with actionable recommendations.

• Provide HQ with a clear weekly performance summary outlining audit findings, progress against KPIs, major trends, and next-step action items.

• Collaborate with leads and leadership to ensure process changes are rolled out effectively and reinforced over time.

What we are looking for:

To be successful in this role you must...

• Proven experience in QA/QC or team coaching in a customer service environment.

• Strong understanding of customer service KPIs, quality metrics, and performance management.

• Excellent communication, coaching, and training facilitation skills.

• Ability to conduct accurate, unbiased scoring and maintain precise performance data.

• Hands-on approach and willingness to engage directly with frontline operations.

• Confident leader who can motivate and hold the team accountable while fostering a culture of continuous improvement.

• Remains composed under pressure or in fast-paced environments

• Highly proactive mindset that anticipates challenges, addresses issues early, and consistently seeks ways to improve processes and results.

• Ability to navigate multiple systems efficiently and adapt to process updates.

• Desire to grow with the business and contribute to long-term success.