Transcom is looking for talented individuals like you to join our awesome team! Be the next Data Analyst for our Transcom Ayala 30th site.
Join our Transcom Family as a Data Analyst!
Provide regular Team-based Analytics and Recommendations to improve team KPIs
Provide Root Cause/Deep dive audits in a customer experience perspective to contribute recommendations to Operations that will be used to further support
Provides weekly scorecards of observations, recommendations, and action plans to the Business Management and Training teams Quality Levels to drive quality in their assigned site/campaign
The shared primary objective of all QA roles is to manage the direct and indirect provision of products knowledge and associated skills (system, applications etc.) to the Contact Centre as well as ensuring quality levels meet, or exceed, client and company expectations Client Reporting
Providing weekly analysis based on Quality/Operations teams call observations
Analyse and report data from all available sources and provide recommendation on how to drive quality improvement and meet the client's objectives.
Attending internal meeting (staff or with other departments).
Attend external meeting to also have visibility of the focus and red flags of the account
Provide Insights in Client/Operational Identified issues, opportunities and/or red flags
Process Map/Customer or Agent Journeys and identify process gaps
Continuous support of action items by providing pre and post scores of initiatives completed by any department involved.
Supporting Team Leaders in setting improvement programs and action plans for CSRs. Monitor the effectiveness and efficiency of Team Lead audits as well as their coaching completion and communicate gaps
Reporting quality scoring internally/externally at agreed frequencies (upon requests).
Provide Insights/Recommendations based on Hiring trends and agent lifecycles
Review Training materials, Training yield and scorecards to provide analytics and recommendations to further improve the training
Observe performance of new hires once they are in ABAY/Nesting Phase and provide recommendations of ABAY Coverage process
Insights and trends observed as the new hires transition to Operations.
Provide insights to supervisors based on the monitored audits done by the specialists which will then be incorporated in the coaching/development of each specialist
Provide details that will further support client standards which could include, but is not limited to, Evaluation Form standards, Root Cause Analysis
Reviewing audit comments and details of evaluations conducted by specialists to ensure consistent accuracy and standard
Cull data to support and assist in the major reports of the department
Include value add analytics that will provide external solutions to assist the client in improving their products and/or services
Provide value add analytics that will provide direction and focus on what needs to be addressed by Operations
Report any discrepancies and anomalies in audits completed which will be utilized by the supervisors for the development of the specialists Escalating quality deficiencies to Training & Quality Manager.
Analytics of the lifecyle of the agents to identify gaps as early as applicant hiring, new hire training, ABAY and 30-60-90 observations
Handle internal and client complaint/escalations
Provide weekly Outstanding Quality Escalations report to the Training & Quality Manager and the Business Manager
Provide insights that may include, but are not limited to, reviews on Customer Service, Customer Effort, NPS, FCR and other key
Provide recommendations that can assist in cost reduction and/or ensure that productivity is maximized without sacrificing optimal work environment for employees
Informing Training, CS, and OPS of any gaps in contact handling or online guides.
Ensuring the PS-QAS team is well informed with all required campaign information
Participating in the creation of new procedures, routines etc.
Attend any Training required to maintain updated alignment in client standards
Providing feedback to stakeholders on any new projects or test programs
Analysing the usage of Knowledge Management database and taking actions accordingly.
Take calls as an agent
Take calls as a supervisor for escalated calls or take manager calls should there be no supervisor, trainer or manager available
Quality Supervisor/Manager to conduct 1on1 sessions with Specialists weekly
Providing recommendation to assist in creating new training programs
Delivering client specific quality training as required to all stakeholders
Participating to the analysis of the product test results.
Identifying and reporting any training needs to maintain quality level Knowledge Management
Continuously reviewing procedures and implementing improvements with feedback to TQM Governance. Smooth transition to quality improvement.
Promote a culture of quality and know-how for all products and services delivered to clients and customers.
Provide input on CSRs results which will impact their Reward & Recognition scheme for quality and competence purpose.
Liase with BM/TL/TQM or other Departments/HRM so as to maintain professional communication and to understand all necessary aspects and needs of employees training and development.
What we are looking for:
To be successful in this role you must
Preferably college graduate of a technical or business course and from a reputable institution.
Minimum of 5 years of Contact Center experience.
At least 2 years related experience in BPO reporting.
Proficiency with Google Suite applications.
Expert on using MS Excel, VBA Macro and charting principles.
Performance tuning experience related to reporting queries required.
Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external and customer teams.
Requires strong analytical, conceptual and problem-solving abilities
Ability to manage multiple priorities, and assess and adjust quickly to changing priorities.
What's in it for YOU!
Driven by our Malasakit culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!
Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom's Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service
What Life at Transcom is like!
At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.
We are highly driven by our Malasakit culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us
Job Types: Full-time, Permanent
Schedule:
Supplemental pay types:
* Overtime pay
