Philippine Call Center Jobs
Call Center Training & Quality Manager
(National Capital Reg – Pasig City)

Responsibilities:

* This position requires effective leadership and efficient management skills for the following key focus areas, (additional responsibilities may be added as the needs of the business change and expand)

* Communication

* Ensuring regular call calibration sessions as agreed.
* Reporting 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.
* Planning Training and requiring the Scheduler to schedule training sessions.
* Developing and ensuring the correct creation of all training materials for CSRs and Team Leaders.
* Collecting information related to product knowledge and developing training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
* Delivering training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
* Following up training
* Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard Transcom follow-up plans after all training is completed.
* Training the Team Leaders following the Transcom Train-the-Trainer module, and ensuring the principles taught are being applied by Team Leaders in training units that they conduct.
* Ensuring that “training supply” meets “training demand” to 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

* Training of the Team Leaders in monitoring skills (observation of specific behaviours + evaluation).
* 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.
* Setting targets for CSRs with Team Leaders’ and Product Supervisors according to differentiation of CSR’s skills,.
* 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 the daily Group Report as an extended means to review performance of the team/agents.
* 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…).

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree in any field.
* Required skill(s): Training and Quality Project Management.
* Required language(s): English.
* At least 2 year(s) of working experience as Call Center Training and Quality Manager is required for this position.
* 2 Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.

Transcom Asia
4th Flr. Transcom Center Bldg. (across Tiendesitas),
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2400 ext 38112/38115 or 702-2447