BPO Quality Analyst (Technical Accounts)

Core Qualifications:

• Bachelor’s degree REQUIRED, preferably in:

§  Electronics and Communications Engineering (ECE)

§  Information Technology (IT)

§  Computer Science or other related technical courses

• Minimum of 1 year experience in a Quality Analyst or similar quality role

• Experience handling blended campaigns (Voice, Chat, Email) is an advantage

• Good understanding of quality tools and systems

• Ability to create, analyze, and publish reports on key customer metrics

• Strong analytical skills

• Good to excellent proficiency in MS Excel

• Excellent computer skills using MS Office and familiarity with Google Workspace

• Amenable to work on a shifting schedule, weekends & holidays

• Amenable to work onsite

What You'll Do:

• Support daily operations of the quality assurance team
• Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback
• Strive to achieve standards for quality and related KPIs are met and initiates improvement actions when necessary
• Facilitates communications, daily meetings, ongoing quality performance reviews, and calibration activities with team
• Monitors and analyses quality parameters to generate necessary changes and solutions in coordination with customer service operations
• Help develops, implements and monitors the practice of quality procedures, standards and specifications to ensure compliance to company policies and standards
• Identifies opportunities of improvement for quality assurance workflows, processes and procedures
• Work with QA Lead or SV to have regular management and technical reports, and provides suggestions for improvement based on data analysis and conducts monthly review sessions
• Oversee facilitation and effectiveness of customer service agent coaching methods and approaches
• Conducts process and product audits to confirm compliance with company policies in all activities related to Quality
• Prepares independent operational decisions as necessary to align with department objectives and ensure the Manager is kept informed of such decisions before execution or roll-out Enhance or develop and maintain quality plans and Standard Operating Procedures (SOPs) for the QA initiatives, including program quality, service quality and data quality standards, quality scorecards, quality monitoring, performance coaching, performance metric assessment, lessons learned log, SOP management, data analytics, speech and text analytics trending, reporting and continual improvement actions
• Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified
• Interpret and promote knowledge management standards and guidelines and best practices as a channel to sustain good quality performance

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.