Quality Manager for Bacolod

Transcom Worldwide Philippines Inc

Bacolod, Philippines

Last shared 60 days ago

Job Details


3 - 4 years

Employment Type


Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description


The Quality Manager is responsible for the development and delivery of Quality Improvement to a WorldWide business unit.
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):
  • 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).
  • Ensure the Team Leaders 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 analysing 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 analysing 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 analysing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 3 year(s) of working experience in the related field is required for this position.
  • Preferably Assistant Manager / Managers specializing in Quality Control/Assurance or equivalent.
  • Full-Time position(s) 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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