Deskripsi Pekerjaan
Join Transcom as a Quality Manager (For Pooling) and lead excellence in our Iloilo operations! We're seeking a dynamic professional to drive quality assurance initiatives across our shared resource teams. In this pivotal role, you'll develop and implement quality standards, conduct audits, mentor analysts, and collaborate with cross-functional teams to enhance customer experience. You'll leverage data-driven insights to identify improvement opportunities and ensure compliance with industry best practices. Transcom offers a collaborative environment where your expertise in quality management will directly impact service delivery and team development. If you're passionate about elevating operational standards and fostering continuous improvement, this is your opportunity to make a significant impact.
Tanggung Jawab
- Oversee quality assurance processes for pooled call center resources
- Develop and implement quality metrics, standards, and improvement initiatives
- Lead, mentor, and develop quality analysts through coaching and feedback
- Conduct regular quality audits and performance evaluations
- Analyze quality data to identify trends and recommend corrective actions
- Collaborate with training, operations, and HR teams for process enhancement
- Ensure compliance with company policies and regulatory requirements
- Drive continuous improvement projects to boost customer satisfaction
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 5 years' experience in quality management (call center preferred)
- Proven experience leading quality teams in pooled/shared resource environments
- Strong analytical skills with data interpretation expertise
- Excellent communication and presentation abilities
- Proficiency in quality management tools and methodologies
- Knowledge of call center KPIs and customer experience metrics
- Ability to work in fast-paced, dynamic settings