Job Description

• Develops and initiates standards and methods for audits, testing, and evaluation.

• Assists the quality assurance associates and trainers in developing and maintaining the procedures and work instruction guide.

• Establishes program to evaluate precision and accuracy of performance measurement

• Ensure quality monitoring is done to improve overall quality performance across the project based on the quality standards

• Providing feedback and coaching based on quality audits, complaints and buyer / seller satisfaction remarks to improve on their communication and overall quality performance

• Training CSR’s on soft skills ticket handling and communication skills

• Providing report and analysis on quality and CSAT

• Provide analysis/audits to identify areas of dissatisfaction that did not meet pre-established performance standards of the venture

• Create analysis on the scrubbed CSAT tickets and Quality Deep Dive Ensuring contact reason categories are tagged correctly

• Generating process and guidelines for agent’s to adhere

• Attending calibration and meetings to ensure requirements are at par

• Training agents on new implementations and process changes.

• Analyze the root cause of issue and able to design action plan.

• Document Contact Center quality concerns and trends for procedural changes, recommendations and training.

• Provide information to assist in the performance feedback (from TL to Agents) and to increase motivation concerning Contact Center quality concerns and CSAT

• Manage BPO performance to achieve KPI in Quality and CSAT and overall quality management

• Other duties as assigned

Role Profile:

• Bachelor/College degree in any field

• At least 3 year-experience in developing and implementing quality assurance programs in a call center environment

• Knowledgeable in management in the BPO or similar industry.

• Proficiency in Microsoft Office applications including Excel, PowerPoint and Word

• Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills

• Dependability regarding completion of assignments and attendance

• Excellent oral, written and interpersonal communication skill

• Ability to solve problems quickly and independently while working in a fast-paced environment.

• Experience persuading audience and front line employees to support new initiatives

• Exceptional listening skills

• Intermediate to advanced reporting skills.

• Excellent ability to identify and analyze data for trends

• Experience in providing performance feedback

• Excellent time management

• Amenable to work in McKinley Hill Cyberpark, Taguig City

• Amenable to work on a shifting schedule, weekends and holidays.

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

Please refer to job description.