Quality Manager

About the role

The Quality Manager will lead quality improvement initiatives for Transcom’s Iloilo site, supporting a worldwide business unit. You will coordinate with internal teams, external vendors and clients to ensure service standards are met and continuously enhanced.

Key responsibilities

• Organise and conduct regular call calibration sessions and produce quality reports in partnership with the Reporting department.
• Escalate quality deficiencies to Contact Centre Management and work with external Quality Measurement vendors to drive ongoing improvements.
• Guide Team Leaders in monitoring transactions, analysing results and designing action plans with clients and business managers.
• Monitor and verify the implementation of action‑plan objectives such as feedback quality, coaching, performance results and corrective measures.
• Maintain and distribute product knowledge, manage the intranet as a knowledge‑management tool and support monthly product tests.
• Participate in internal and client meetings, ensuring alignment on quality standards and product updates.

Required profile

• Bachelor’s degree in any field.
• Minimum of 2 years experience in the BPO industry, preferably in a quality‑related role.
• Strong communication and leadership abilities to work with cross‑functional teams.
• Ability to analyse data, generate reports and implement corrective actions.

Required skills

• Proficiency with Quality Centre (scoring sheets, volume tracking and reporting).