Transcom is looking for talented individuals like you to join our awesome team! Be the next QA Specialist (Gauge Panel) for our Transcom Pasig site.
Join our Transcom Family as a QA Specialist (Gauge Panel)!
Provide support to the campaign by maintaining internal, client, and COPC standards. This role is responsible for supporting evaluators and Advisors within the campaign by conducting workshops, spot-checks and calibrations on a regular basis. Tasks assigned to this role require efficiency, and accuracy to ensure all requirements are met.
Primary functions involve root cause analysis, evaluation reviews, workshop creation and delivery, and investigations into client escalations. These duties improve the overall customer journey, by ensuring we are delivering accurate feedback to our customers, and agents. Root cause analysis helps to support the campaign by addressing key behaviors or concerns impacting performance, and revenue. This role will ensure expectations are met on a monthly basis for the campaign and that the feedback being provided to Operations and the Client is complete and accurate.
Essential Duties & Responsibilities:
CommunicationAssist in locating and scoring interactions for internal calibration sessions
Provide feedback on client or internal escalations (ER Cases)
Monitor Team Leaders and Quality Analyst improvement programs and action plans for CSRs
Reporting and communication for quality related initiatives
Reporting on completed projects, reviews, and analysis (upon requests)
Escalating quality deficiencies to appropriate leadership or TQM
Attending internal and client meetings on procedural updates or changes
Being a campaign expert for trained skill types
Promote and integrate best practices, and internal processes into feedback
Knowledge ManagementInforming Training, CS, and OPS of any gaps in contact handling or online guides
Ensuring the support staff, and agents are well informed with all required campaign information
Creation of new procedures, internal practices, and workshops
Participate in root cause analysis on all quality owned action plans
Providing feedback to stakeholders on any new projects or test programs
Promote best practices that align with COPC standards
Analyzing the usage of Knowledge Management database and taking actions accordingly
Conduct new hire training through shadowing, evaluation review, and workshops
Conduct new hire calibrations to ensure accuracy in scoring post onboarding
Deliver repeat fail workshops with outliers selected based on previous months performance
Deliver additional trainings and pilots to staff or agents to help support the campaign
Identifying and reporting any training needs to maintain quality level
Providing recommendation to assist in creating new training programs
Delivering client specific quality training as required to all stakeholders
Continuously review procedures and implement improvements with feedback to TQM Governance
QualityCalibrate with stakeholders through internal and external sessions at regular intervals to monitor and analyze evaluator transactions
Using client or internal reports to review and monitor performance of evaluators and agents
Understand and support client, and company needs and requirements for Quality Improvement
Attend specific product and procedural meetings as required (e.g. client, internal, and overflow)
Using quality reporting to maintain expectations and awareness
Ensure management is aware of gaps within the support teams that may impact performance
Providing support to the support staff through various activities as listed below
Additional Specific Duties & Responsibilities:
Promote a culture of quality and know-how for all products and services delivered to clients and customers
Provide scoring and feedback which will impact evaluators Reward & Recognition schemes
Liase with BM/TL/QA leadership or other Departments/HRM so as to maintain communication and to understand all necessary aspects and needs of employees training and development
Ensure management is fully informed of training and development objectives, purposes and achievements.
Supporting the development of Quality Leads, Quality Analyst, Team Leads and ultimately each Advisor
Providing feedback to Quality Managers and leadership for improving standards and processes
Support the campaign through onboarding, team lead audit training, evaluation spot checks, monthly analysis deep dives, conducting internal calibrations and accompanying workshops
Following analysis review, assist with creation of action items as requested from leadership, conduct refresher workshops, provide feedback of escalated items sent from the client
Support the department through evaluation and coaching coverage as needed or other miscellaneous items
What we are looking for:
To be successful in this role you must…
Has experience in monitoring/coaching skills related to behaviour-specific feedback
Completed Six Sigma White Belt training
Skills Requirements:
Manage time effectively and focused on setting clear objectives and priorities
Has worked in a data-driven environment
Has worked on analyzing quality data or on root cause analysis
Has a background in Six Sigma or COPC process standards
Ability to prioritize and organize tasks staying in communication with leads on any potential issues that could impact not only the evaluators but the departments' performance
Can be a source of knowledge in creating presentations or action plans
Has the passion and drive to maintain constant levels of output, and reach targeted goals while providing accurate and efficient results
Comfortable presenting, and working closely with leadership in a training environment
Ability to grasp the client’s products and information that is crucial to the team
Experienced in building presentations and powerpoints
What's in it for YOU!
Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!
Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service
What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.