Sr. Manager, Quality Assurance
RESPONSIBILITIES:
* Responsible for leading dedicated teams of Quality Assurance professionals performing processes to assist performance through transaction monitoring, collaborating with other teams such as Operations and Support Management for updates and performance improvements made to increase performance.
* Ensure that the processes designed for the QA function has the intended impact to client and internal expectations (effective in adding value), monitored for accomplishment as designed and deficiencies identified to the head of Quality Management.
* Maintain expert knowledge of client group SOWs, SLAs and Change Orders.
* Ensure daily operational needs of the team. Maintain daily workloads and assignments of team.
* Coordinate data collection requirements with the reporting analyst and maintains alignment between expectations, performance measurement and motivational programs.
* Develop specific productivity, efficiency and satisfaction performance goals and measures to be used for managing the team’s performance to expectations.
REQUIREMENTS:
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least (1) one year work experience as an agent in a contact center environment
* At least (3) three years Quality Assurance work experience in a contact center environment, with at least (1) one year in a managerial capacity
* Previous training experience PREFERRED
* Six Sigma Certification (Green belt)
* Excellent knowledge of contact center and customer service operations
* Working knowledge of Microsoft Word, Excel, PowerPoint, Access, and other applications
* Solid knowledge on call center metrics and QA policies and procedures
* 1 Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.
* Willing and able to work graveyard, changing shifts, extended shifts, weekends and holidays.
* Willing and able to travel, as needed.
* Required to be on-call 24 hours a day.
Aegis PeopleSupport Philippines Inc.
Aegis PeopleSupport Center, Ayala Ave. cor. Sen. Gil Puyat Ave., Makati City 1299.
Website: http://www.peoplesupport.com/people.asp
WORKFORCE ANALYST
(National Capital Reg – Pasig City)
Responsibilities:
The Workforce Analyst has a direct report to the Workforce Manager.
The Workforce Analyst coordinates the various supporting needs of the contact centre(s) through effectively leading the subordinated RTR and/or functional area. The Workforce Analyst will ensure that the work completed in the RTR is accurate and consistent with expectations.
Responsibilities
The position requires effective leadership as well as a strong analytical capacity ensuring that contact centre management receive reports plus assessment information on which effective business decisions can be based on.
Additional responsibilities may be added as the needs of the business change and expand.
Accountable for the delivery and accuracy of:
• Assessing and meeting requirements of the contact centre management
• Forecasting
• Scheduling
• Accurate consolidation of data in all reports
• Traffic Control
• Internal and Client Reports
• Project Management
• Application Support
• Sales Support needs
Communication
• Report to Management (BSM or RBSM) on analysis of performance results.
• Communicate with the Operational Management on their needs as well as performance analysis.
• Attend internal meetings with management staff of the contact centre(s) or region (when required).
• Directly responsible for all communication with Business Support Team members.
Team Management
• Support or perform recruitment of the BST Members
• Train or coordinate training of BST members where required
• Set priorities for the BST to manage needs of contact centre management.
• Promote synergistic teamwork within the Business Support Team ensuring that all data is accurate and completed on time.
• Resource planning for the BST
• Lead by example.
Analysis
• Ensure that threshold areas, service levels and variance agreements are observed and correctly programmed and reported.
• Provide initial analysis on above criteria.
• Have a deep understanding of the price structure and the profitability goals of TWW.
• Assessment for new businesses.
• Assessment for expansions of current business
Sales Support
• Assess needs of New Business Managers in preparation for new Clients.
• Consolidate data for proposals.
• Assist in analysis needs to ensure profitability needs are met.
Process and Integrity
• Continuously review procedures and implement improvements.
• Implement TWW standard practices
• Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
Culture
• Open minded and continuously searching and applying best practices
• Proactively promote the TransVision objectives.
• Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
• Create an open and energetic culture within his/her business unit.
• Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
• Ensure a high level of morale and a sense of loyalty to TWW in each individual.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.
Qualification and experience
To qualify for this role you must…
• Hold a university or professional experience.
• Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry
• Have a good understanding of CRM best practice and markets
• Manage your time effectively and be focused on setting clear objectives and priorities.
• Have worked in a performance driven environment before.
• Have good knowledge of English
It will help if you…
• Have worked for a CRM outsource business
• Have experience in direct/consumer marketing
• Have direct/consumer marketing, CRM or business administration qualifications
• Have experience with P&L management and associated financial practices
Personality profile
To be successful in this role you must…
• Be self-motivated and commercially minded.
• Have effective leadership skills impacting people behaviour including those that do not report directly to you.
• Have effective analytical skills to analyse results and make decisions based on facts and figures.
• Inspire other people to reach their full potential.
• Take ownership for quality, competence and commitment.
• Enjoy/thrive on autonomy within the franchise framework and be results focused.
• Be highly motivated and prepared to work hard.
• Have high personal energy and enjoy a lively environment.
• Be highly flexible and welcome change/improvements
• Be innovative within the franchise framework.
Requirements:
* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Pasig City.
* Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer – Network/System/Database Admin or equivalent.
* 20 Full-Time positions available.
Please add the job title WORKFORCE ANALYST in your application.
This is an urgent position.
Succesful candidates will be given job offers asap to start immediately.
Candidates who will apply within the week will be highly prioritized.
Send your CV only once.
We will only respond to qualified candidates.Apply TODAY!
Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: jonina.siy@nucomm.net
REAL TIME RESOURCE ANALYST
(National Capital Reg – Pasig)
Responsibilities:
The Real Time Resource Analyst is responsible in supporting the contact centre in reaching and exceeding performance targets and Client agreements by proactively measuring, tracking, forecasting, planning, analysing and reporting with actual and historical data.
Responsibilities
The members of the RTR Analyst have a direct report to the Resourec Manager
The positions within this team will be proactive by setting up accurate measurement matrixes and to have deep knowledge of the contact centre software, supporting management in executing their business decisions with a high amount of precision and consistency.
Some or all of below responsibility areas will be included in the RTR Analyst function.
Additional responsibilities may be added as the needs of the business change and expand.
• Gathering of data needed for projects and analysis.
• Create reports and ensure accuracy for all reports.
• Control consistency of reports to support reliable decision-making.
• Make initial analysis of variance.
• Do regular analyses of forecasted volumes and staffing
• Verify the accuracy of sources and formulas.
• Verify reports in terms of plausibility.
• Consolidate information into a manageable format.
• Track results to identify trends.
• Develop schedules based on an activity analysis and forecast.
• Follow real-time activity of call flow within each business area and between contact centres (traffic control). BO, IB,OB
• Administer and assist in updating information in the required support structures (Intranet, FAQ’s, scripts, …)
• Update procedures and workflow as instructed.
• Assist in written communication and reports where required.
• Check Reporting Website daily to activate any new accounts.
• Track attendance for Reporting Analysts
• Authorize off-phone exceptions consistently with operational needs and budget parameters.
• First point of contact for all escalations (fire, flood, medical, clients, technical system issues, etc.). Identify and contact appropriate parties.
• Manage and maintain staff list (change of status, LOA, MLOA, etc.)
• Answer scheduling tandims (AWOLs, shift trades, special needs)
Communication
• To assess the needs of management in regard to statistics and reports.
• Respect timelines for all reporting needs.
• Respect communication channels.
• Communicate variance proactively and indicate consequences.
Analysis
• Analyse and optimise the reporting needs of the business.
• Minimise long-term variance through proactive analysis.
• Analyse results ensuring that threshold values and service levels are met.
• Analyse result against forecast.
• Analyse activity of each business areas and between contact centres.
Process integrity
• Respect reporting Transcom WorldWide guidelines.
• Continuously review procedures and implement improvements.
Culture
• Hold a high level of morale.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.
• Commit to TransVision objectives.
• See yourself as a support function, the principle of service and support is one of your internalised values.
Qualification and experience
To qualify for this role you must…
• Have experience in administrating and analysing data.
• Have very good knowledge in Excel/Access or other reporting software.
• Have good communication skills.
• Have a good understanding of CRM best practices.
• Manage your time effectively
• Focus on setting clear objectives and priorities.
• Have worked in a performance driven environment before.
• Have English language skills.
It will help if you…
• Have worked for a CRM outsource business.
• Have other language skill.
Personality profile
To be successful in this role you must…
• Be self motivated, commercially minded and problem solving oriented
• Take ownership for quality, competence and commitment.
• Enjoy/thrive on autonomy and be results focused
• Have effective analytical skills to analyse results and make decisions based on facts and figures.
• Have great communication skills
• Be highly motivated and prepared to work hard
• Have high personal energy and enjoy a lively environment
• Be highly flexible and welcome change/improvements
• Be innovative within the franchise framework.
Requirements:
* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Pasig.
* Preferably 1-4 Yrs Experienced Employees.
* 40 Full-Time positions available.
* MUST BE AVAILABLE TO REPORT ASAP
Please add the job title REAL TIME RESOURCE ANALYST in your application.
This is an urgent position.
Succesful candidates will be given job offers asap to start immediately.
Candidates who will apply within the week will be highly prioritized.
Send your CV only once.
We will only respond to qualified candidates.Apply TODAY!
Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: jonina.siy@nucomm.net
QUALITY ASSURANCE ANALYST
(National Capital Reg – Pasig City)
Responsibilities:
• Define sub drivers and root cause of call monitoring and CSAT (where applicable) document, and message accordingly
• Document weekly recommendations to CCM/EPS teams (e.g. Top 3/Bottom 3 Identifiers per campaign).
• Schedule and attend weekly meetings with Account Management team to discuss campaign strengths and opportunities
• Provide at least 3 weekly test questions to Account Management team
• Provide weekly report as requested or required to Operations (CCM/EPS teams).
• Audit QAS accuracy and effectiveness on call reviews
• Ensure client requirements are met for monitoring
• Communicate with QAS team on respective campaigns
• Communicate and assist with the training needs for all newly hired Quality Assurance Specialists
• Perform 2 audits per QAS per week through the Generic Web Application
• Hold Bi-Weekly meetings with the Quality Assurance Specialist Team, and keep minutes in the Quality System folders
• Monitor QAS Tandim effectiveness
• Audit 1 Quality Escalation Tandim per QAS per week
• Handle assigned Tandim tasks as per the requirements outlined in COM – Quality Request, Escalation, Calibration, and Effectiveness.
• Assigning and Follow-up on Final Certification Tandim as per COM
• Hold weekly calibration calls with members of operations • Complete calibration requests within 72 business hours of being assigned
• Facilitate or participate in a least one calibration session with operations on a weekly basis
• Spot check EPS’s coaching weekly
• Check one coach per week per EPS to ensure proper coaching has taken place
• Create defining the identifiers and update/create monitoring form
• Communicate progress on client voice auditing targets on a weekly basis to the Quality Assurance Manager
Requirements:
* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Pasig City.
* Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
* 15 Full-Time positions available.
* MUST BE AVAILABLE TO START ASAP
Please add the job title QUALITY ASSURANCE ANALYST in your application.
This is an urgent position. Succesful candidates will be given job offers asap to start immediately.
Candidates who will apply within the week will be highly prioritized.
Send your CV only once.
We will only respond to qualified candidates.Apply TODAY!
Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: dien.lagumen@nucomm.net
Team Leader
RESPONSIBILITIES:
* Will provide leadership, support and guidance to frontline staff to assist in achieving and maintaining the productivity targets identified in contracts.
* Coordinate the reporting of agent statistics to relevant Operations Manager in a timely manner.
* Develop all frontline personnel and be a positive role model for them leading by example.
* Providing timely identification and response to CSR performance needs / issues.
* Responsible for launching and completing relevant programs simultaneously when required.
REQUIREMENTS:
* Must have at least 1 year experience in call centre as Team Leader or equivalent role, preferably in Directory Assistance Program.
* Superior customer service, delegation, and multi-tasking skills.
* Strong communication skills, both written and oral.
* High level interpersonal and organizational skills.
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* Must have a background in any Australian programs in the Call Center Setting
* Full-Time positions available.
Stellar Global Solutions Phils
G/f Superstore Bldg., Time Square St. Araneta Center, Cubao Quezon City -.