Quality Manager for Visayas

Submit ResuméLink

Responsibilities

Job Objective:

The Training & Quality Manager is responsible for the development and delivery of Training and Quality Improvement to a Transcom WorldWide business unit. The primary objective is to manage the direct and indirect provision of soft and hard skills to the Contact Centre as well as ensuring quality levels meet or exceed client and company expectations.

Essential Duties & Responsibilities

 

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).

Training

  • Following training and development guidelines as defined by the company.
  • Oversees the Planning of Training and works with Resource department to schedule training sessions.
  • Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
  • Oversees collection of information related to product knowledge and development of training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
  • Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
  • Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard Transcom follow-up plans after all training is completed.
  • Ensuring an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
  • Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.

Quality

  • 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.   

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.   

Culture

  • Be central and responsible point of contact in the company for training, personal development and 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 and leadership of training 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.

 

Requirements

  • At least 1 year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a Bachelor's/College Degree on any course.
  • Preferably Senior Manager specializing in BPO/Call Center or equivalent.

Additional Requirements

 

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

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

  • University degree or equivalent higher qualification

 

Work Experience:

  • Have worked in a Quality, Training, or Operations department.
  • Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
  • Have a proven and successful track record of effective training in the CRM business or a closely related industry.
  • Have experience in monitoring skills and coaching skills related to behaviour specific feedback.

 

Skills Requirements:

  • Manage your time effectively and be focused on setting clear objectives and priorities

Additional Information

  • Location: Negros Occidental, Western Visayas.
  • Full Time position(s) are available.
  • Number of vacancies: 1.

Transcom is a global employer in an industry that depends on strong, resourceful, talented people. We are a results-focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.

In return for commitment, hard work and talent, we offer competitive salaries and benefits, high-quality training and opportunities to forge a career in a progressive, client-focused business.

Our goal is that every employee becomes their own best motivator, and that management's role in this area is to foster a culture of motivation that is effective in the long term.