COPC Implementation Leader - Philippines

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next COPC Implementation Leader for our Transcom Pasigsite.

Join our Transcom Family as a COPC Implementation Leader!

The COPC Implementation Leader is responsible for designing, deploying, and sustaining the COPC Customer Experience (CX) Standard across contact center operations. This role acts as the primary authority on quality systems, continuous improvement, statistical process control, and compliance auditing. The leader bridges operational strategy and execution to ensure site performance consistently achieves client SLAs and COPC benchmark standards.

Key Responsibilities & Duties:

1. COPC Framework Architecture & Governance

• Deploy and maintain the COPC CX Standard (Release 8.0) across all operating units and client lines of business.

• Own, update, and manage (Process Performance Tables), ensuring all metrics maintain explicit targets, baseline capability tracking, and defined Out-of-Control (OOC) action triggers.

• Conduct quarterly document gap analyses and enforce Document Control protocols for all QMS, SOP, and training artifacts.

• Lead internal COPC baseline audits and host external certifying auditors during official accreditation site visits.

2. Quality Management & Team Leader Development

• Oversee transaction quality auditing frameworks, ensuring statistically valid sampling methodologies across all interaction channels.

• Perform monthly coaching ticket audits for Team Leaders (TLs) to ensure specific, actionable, and behavior-based feedback.

• Facilitate monthly quality calibration sessions across Ops, QA, and Client teams to maintain a Calibration Precision Rate.

3. Continuous Improvement & Statistical Analytics

• Lead complex Six Sigma DMAIC projects to resolve chronic metric defects (e.g., CSAT, DSAT, FCR, AHT, Attrition).

• Perform advanced statistical analyses using statistical software (Minitab/JMP) including Hypothesis Testing, Regression, ANOVA, MANOVA, and Statistical Process Control (I-MR, P-charts).

• Evaluate operational trade-offs and cost structures using financial tools such as the Cost of Attrition Calculator and Absenteeism Impact Models.

4. Stakeholder Management & Reporting

• Partner with Workforce Management (WFM), Training, HR, and Operations to ensure aligned staffing forecasts, recruitment profiles, and onboarding ramp lines.

• Prepare and deliver executive-level business reviews, quarterly quality audits, and driver analyses to senior leadership and client stakeholders.

What we are looking for:

To be successful in this role you must have…

• Core Operational Background:** 3-5+ years of leadership experience in contact center operations, quality management, or operational excellence (BPO or in-house).

• Technical & Process Competency:** Deep expertise in Six Sigma, Lean, or continuous improvement frameworks (DMAIC, RCA, Value Stream Mapping), with a proven track record of managing process capability and statistical process control (I-MR charts, Pareto analysis).

• Data & Analytical Mastery:** Strong proficiency in data analysis, root-cause diagnostics, and performance modeling-capable of analyzing complex metric suites (correlation, regression, MANOVA) to drive CSAT, FCR, and AHT improvements.

• Technical Expertise:

• Minitab / JMP / SPSS: Advanced capability in hypothesis testing, regression analysis, MANOVA/ANOVA, capability analysis, and statistical process control (I-MR, P-charts, Pareto charts).

• Advanced Excel / Google Sheets: Mastery of dynamic arrays, complex formulas (XLOOKUP, INDEX/MATCH), pivot tables, Power Query for ETL processes, and VBA/macros for reporting automation.

• SQL & Data Querying: Ability to write SQL queries to pull raw transaction, QA, and workforce management data directly from enterprise data warehouses (Snowflake, BigQuery, MS SQL Server).

• Process Mapping & Management Frameworks - Proficiency in standard flowcharts and value stream mapping tools (MS Visio, Lucidchart, Miro).

• Project & Quality Management Tools: Familiarity with project tracking tools (Jira, Asana, Monday.com) to log, track, and enforce Corrective Action Plans (CAPs) and Six Sigma DMAIC projects.

• Profession:

• Six Sigma & Quality Management Certifications - Certified Six Sigma Black Belt (CSSBB) or Green Belt (CSSGB)

• Project & Agile Management Certifications

• Analytics & Data Analysis Certification

• Certifications:

• Certified Analytics Professional (CAP®)

• Microsoft Certified: Power BI Data Analyst Associate (PL-300)

• Minitab Certified Expert / Quality Analytics Specialist

• Ideal Educational Background

• Bachelor’s Degree:

• Industrial Engineering / Systems Engineering

• Applied Statistics / Mathematics / Data Analytics

• Business Administration / Operations Management

• Information Technology / Computer Science

• Professional candidates who match this profile typically:

• Quality Assurance Sr Manager

• Operational Excellence Lead / Process Improvement Manager

• COPC Coordinator / Quality Systems Lead

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

*Note: Applicable to Level 1 & 2 positions only.

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.