Quality Supervisor - Iloilo, Philippines
Logistics, Sales & Operations · Quality Assurance
In short
Transcom is seeking a Quality Supervisor for its Iloilo site to oversee quality specialists, drive quality improvement initiatives, and ensure COPC compliance. The role involves monitoring calls, evaluating performance, conducting coaching sessions, and collaborating with management to enhance customer experience.
Responsibilities
- Oversee a group of quality specialists, responsible for their performance and development.
- Ensure quality targets are achieved and maintained.
- Develop and deliver quality improvement initiatives in collaboration with the Quality Manager.
- Monitor calls, evaluate and track performance, and conduct triad-coaching sessions.
- Audit and improve coaching effectiveness.
- Support and maintain quality improvement programs and action plans.
- Attend and coordinate calibration calls and drive best practices and feedback.
- Produce reports on quality scoring internally and externally.
- Escalate quality deficiencies.
- Ensure the quality team is informed of all campaign requirements and expectations.
- Develop, validate, and distribute knowledge about Client products to the team.
- Identify and drive awareness into program, process, and agent gaps.
- Participate in the creation of new procedures and routines.
- Implement an ongoing knowledge management improvement cycle.
- Monitor quality performance and ensure progressive results.
- Attend applicable meetings and be a campaign subject matter expert.
- Handle internal and client complaints/escalations.
- Provide quality-focused recommendations to enhance training curriculum and/or develop recursive training.
- Deliver training/workshops or facilitate discussions focused on improving quality-focused behaviors.
- Identify and report training needs.
- Continuously review processes/procedures and implement improvements with the QM.
- Calibrate with the internal team and client at regular intervals.
- Monitor transactions and analyze results.
- Design action plans for quality improvement.
- Ensure follow-through with action plan objectives and applicable consequences.
- Provide feedback and analytics regarding quality and performance results.
- Coach and develop the team.
- Understand and support client and company needs for Quality Improvement.
- Proactively analyze team performance, ensuring targets and expectations are met.
- Identify scoring variances through audits and the calibration process, and conduct huddles to reduce common gaps.
- Establish an environment of effective coaching.
- Promote a culture of quality and know-how for all products and services.
- Ensure Transcom standard procedures are implemented and complied with.
- Maintain an environment of open communication.
- Maintain a high level of professionalism by adhering to Transcom's Code of Conduct.
Requirements
- University degree or equivalent higher qualification.
- 2 years experience working in a BPO environment within a quality and/or operations role.
- Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
- Has strong experience using Google Apps and/or Microsoft Office.
Desired Qualifications
- Preferably 1-4 years experience specializing in quality control/assurance in a BPO industry.
- 1 – 2 years experience in coaching and team development, related to behaviour specific feedback.
- Six Sigma certification is a plus.
Benefits
- 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
#Operations#Quality Assurance#Supervision#Coaching#BPO
Company
Transcom
Job Posted
4 days ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Iloilo City, Philippines
Qualification
Bachelor
Applicants
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