Quality Director

Transcom Worldwide Philippines Inc

Manila, Philippines

Last shared 234 days ago

Job Details

Experience

3 - 6 years

Employment Type

Full-time

Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description
This position requires effective leadership and efficient management skills for the following key focus areas, (additional responsibilities may be added as the needs of the business change and expand):

Communication
  • Ensuring regular call calibration sessions as agreed.
  • Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
  • Escalating quality deficiencies to Contact Centre Management.
  • Working closely with external Quality Measurement Vendor ensuring that quality improvement steps are initiated and that improvements are ongoing.
  • Attending internal local meeting (staff or with other department).

Quality
  • Ensure the Team Leaders; Operation Leads are familiar with process and tools to conduct monitoring sessions.
  • Calibrating with Team Leaders, Product Supervisors, Business Managers, client and external Quality Measurement Vendors at regular intervals, monitoring transactions and analyzing Team Leaders transaction monitoring results.
  • Defining and designing action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors.
  • Ensuring through follow-up that action plan objectives such as feedback quality. performance results, coaching, follow up and consequence (PDP, action plan) have been met,
  • Using standard calculation and metrics for reporting. Being proactive in analyzing and reporting results, ensuring that reported results are correct and making corrections as appropriate; reviewing sample targets.
  • Understanding and supporting clients and company needs and requirements for Quality Improvement.
  • Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
  • Mastering Quality Centre (scoring sheet, volume, report etc…).

Product Knowledge Management
  • Ensuring that Knowledge about Client products is developed validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
  • Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
  • Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
  • Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.
  • Process
  • Ensures Tandim escalation process is followed
  • Ensuring that Transcom WorldWide standard procedures are implemented and complied with at all times.
  • Keeping/archiving/updating information and Action Plans from external Quality Assessments Vendor.

Culture
  • Be central and responsible point of contact in the company for quality.
  • Promote a culture of both quality and know-how, for all products and services delivered to clients and customers.
  • Ensure that Leadership of quality are permanently visible and are positively impacting results.
  • Provide Reward & Recognition for quality and competence, through incentive schemes and other appropriate means.
  • 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 Measurement Vendor.
  • Support the development of each Team and ultimately each Agent.
  • Be accountable for quality results from the CSR upwards.
  • Provide feedback to Corporate Governance on ideas for improving standards and processes.
Be an advocate of Transcom’s values and norms.

Others
  • Attending country and region meeting.
  • Auditing of Client workflow/processes.
  • Participating in company wide projects.

Requirements/Qualifications:
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • Preferred candidates with Six Sigma certification.
  • Preferably a Quality Director specializing in BPO/Call Center industry.
  • Experienced in handling US campaigns.
  • Full-Time positions available.
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.

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