"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."_Transcom is looking for talented individuals like you to join our awesome team! Be the next Quality Manager for our Transcom Ayala 30th site.**Job Objective**:- The purpose of this role is to manage the daily operations of the Quality Analytics and Performance Improvement Department to ensure world-class service delivery through insights and analytics.- The Quality Manager (People Manager) is responsible for driving continuous and process improvement in the campaign that results in improved performance and increases in Transcom revenue in producing improvement and cost efficiency insights.**Essential Duties & Responsibilities**:People Development- Create Individual Development Plans based on Competency Assessment results- Rank & develop QA Specialists / Analysts based on 7 Competencies- Conduct monthly skip level Temp Check sessions with L1 staff- Coaching and direction of QA Supervisors and Analysts- Assessment and maintenance of staffing and ratioInsights and Analytics- Coordination with Campaign QAPI Managers for Insights- Focus KPI's- Target-setting- QA FTE requirement per project targets- Target Completion- Audit AccuracyStakeholder Management- Represent the department during Management and Client meetings which require participants from QAPI- Conduct / join internal and external calibration sessions- Liaise with key internal and external stakeholders via meetings, focus group discussions, business reviews to support performance improvement needsKey Metrics and Scorecard:- People Development - Skills development progression to establish 6Sigma methodologies and insights rhythm, and drive operational excellence.- Internal Client - Strengthen partnership with Operations and Training on action plan execution and validation to drive performance improvement.- External Client - Build a stronger working relationship with Quality, CX, and NPS Client partners, set best practices, and support is the Top Vendor of choice.- Cost Management - Maintain right-staffing and efficiency in the QAPI Department and execute actions that will drive Campaign revenue / reduce cost.Job Specifications (Qualifications, Skills and Experience)- Educational Background: (or equivalent to Work Experience Qualifications)_- At least 2 years in college or Senior High School Graduate- Work Experience_- Green KPI Performance without any progressive discipline for the last 9 months (internal)- Experience in managing people / teams- Experience in internal and external client interaction is preferred- Quality and Customer Experience Work- Skills Requirements_Functional Knowledge- Exceptional Leadership skills- Outstanding Organizational Skills and Time Management- Able to be confident in front of people at all levels internally and externally- Can delegate and manage tasksEssential- Strong experience in MS Office Suite (Excel, PowerPoint, Word, Vision- Knowledge in using Google Apps (Sheets, Slides, Docs)- Good understanding of analytics methodologies and keen attention to details- Strong understanding of Contact Centre OperationsDesirable- Lean Six Sigma Green Belt Trained / Certified- Knowledgeable of Customer Experience Management- Knowledgeable of COPC MethodologiesCompetencies:- COMMUNICATION - Communicating ideas and information on time, effectively, and clearly so that the essential message comes across and is fully understood always promoting open dialogue. The ability to use a variety of media in a manner that engages the audience. Communicating the direction in which the organization is developing in an appealing way and creating support for achieving TWW objectives.- LEADERSHIP - Managing, developing, and motivating others to ensure that they are able to fully contribute to Transcom success, inspiring values and providing feedback; encouraging and bringing about teamwork; maintaining good cooperation to achieve an intended goal. The leader identifies him/herself with energy and is capable of transmitting it, motivating, and generating confidence.- TEAM DEVELOPMENT - Using appropriate methods and a flexible interpersonal style to develop his/her team; helping them to discover, grow, and reach their potential. Creates a learning environment; ensures that opportunities for development are available. Includes the capacity to generate support and commitment.- PLANNING & ORGANIZATION CAPACITY - Determining objectives and priorities effectively; planning timely measures in order to attain stated goals. Identifying and recruiting people and other resources in order to carry out a plan; allocating them in such a way that the intended results are achieved. Involves monitoring the results of tasks, assignments
