{"id":3663809,"url":"https://alion.io/job/transcom-copc-implementation-leader-philippines","title":"COPC Implementation Leader - Philippines","company":{"id":5420,"name":"Transcom","domain":"transcom.com","url":"https://alion.io/company/transcom","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Asana","optional":false},{"name":"ETL/ELT","optional":false},{"name":"Google BigQuery","optional":false},{"name":"Google Sheets","optional":false},{"name":"Jira","optional":false},{"name":"JMP","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Minitab","optional":false},{"name":"Miro","optional":false},{"name":"Monday.com","optional":false},{"name":"MS SQL","optional":false},{"name":"Power BI","optional":false},{"name":"Snowflake","optional":false},{"name":"SPSS","optional":false},{"name":"SQL","optional":false},{"name":"Statistical Process Control","optional":false}],"status":"live","first_seen_at":"2026-11-03T04:44:42Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-05T00:46:56Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nTranscom is looking for talented individuals like you to join our awesome team! Be the next COPC Implementation Leader for our Transcom Pasigsite.\nJoin our Transcom Family as a COPC Implementation Leader!\nThe 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.\nKey Responsibilities & Duties:\n1. COPC Framework Architecture & Governance\nDeploy and maintain the COPC CX Standard (Release 8.0) across all operating units and client lines of business.\n\nOwn, update, and manage (Process Performance Tables), ensuring all metrics maintain explicit targets, baseline capability tracking, and defined Out-of-Control (OOC) action triggers.\n\nConduct quarterly document gap analyses and enforce Document Control protocols for all QMS, SOP, and training artifacts.\n\nLead internal COPC baseline audits and host external certifying auditors during official accreditation site visits.\n\n2. Quality Management & Team Leader Development\nOversee transaction quality auditing frameworks, ensuring statistically valid sampling methodologies across all interaction channels.\n\nPerform monthly coaching ticket audits for Team Leaders (TLs) to ensure specific, actionable, and behavior-based feedback.\n\nFacilitate monthly quality calibration sessions across Ops, QA, and Client teams to maintain a Calibration Precision Rate.\n\n3. Continuous Improvement & Statistical Analytics\nLead complex Six Sigma DMAIC projects to resolve chronic metric defects (e.g., CSAT, DSAT, FCR, AHT, Attrition).\n\nPerform advanced statistical analyses using statistical software (Minitab/JMP) including Hypothesis Testing, Regression, ANOVA, MANOVA, and Statistical Process Control (I-MR, P-charts).\n\nEvaluate operational trade-offs and cost structures using financial tools such as the Cost of Attrition Calculator and Absenteeism Impact Models.\n\n4. Stakeholder Management & Reporting\nPartner with Workforce Management (WFM), Training, HR, and Operations to ensure aligned staffing forecasts, recruitment profiles, and onboarding ramp lines.\n\nPrepare and deliver executive-level business reviews, quarterly quality audits, and driver analyses to senior leadership and client stakeholders.\n\nWhat we are looking for:\nTo be successful in this role you must have…\nCore Operational Background:** 3-5+ years of leadership experience in contact center operations, quality management, or operational excellence (BPO or in-house).\n\nTechnical & 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).\n\nData & 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.\n\nTechnical Expertise:\n\nMinitab / JMP / SPSS: Advanced capability in hypothesis testing, regression analysis, MANOVA/ANOVA, capability analysis, and statistical process control (I-MR, P-charts, Pareto charts).\n\nAdvanced 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.\n\nSQL & 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).\n\nProcess Mapping & Management Frameworks - Proficiency in standard flowcharts and value stream mapping tools (MS Visio, Lucidchart, Miro).\n\nProject & 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.\n\nProfession:\n\nSix Sigma & Quality Management Certifications - Certified Six Sigma Black Belt (CSSBB) or Green Belt (CSSGB)\n\nProject & Agile Management Certifications\n\nAnalytics & Data Analysis Certification\n\nCertifications:\n\nCertified Analytics Professional (CAP®)\n\nMicrosoft Certified: Power BI Data Analyst Associate (PL-300)\n\nMinitab Certified Expert / Quality Analytics Specialist\n\nIdeal Educational Background\n\nBachelor’s Degree:\n\nIndustrial Engineering / Systems Engineering\n\nApplied Statistics / Mathematics / Data Analytics\n\nBusiness Administration / Operations Management\n\nInformation Technology / Computer Science\n\nProfessional candidates who match this profile typically:\n\nQuality Assurance Sr Manager\n\nOperational Excellence Lead / Process Improvement Manager\n\nCOPC Coordinator / Quality Systems Lead\n\nWhat's in it for YOU!\nDriven 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!\nDay 1 HMO\n\nMeal & Transportation Allowance*\n\nRice Subsidy*\n\nClothing Allowance*\n\n24/7 Teleconsult\n\nFree Psychologist Consultation\n\nIn-house & Online Pharmacy\n\nScholarship Program\n\nRetirement Fund\n\nFree Meal & Medicine (through Transcom’s Tap Card Rewards)\n\nLoyalty Incentives\n\nAccidental & Life Insurance\n\nFree Shuttle Service\n\n*Note: Applicable to Level 1 & 2 positions only.\nWhat Life at Transcom is like!\nAt 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.\nWe 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.","description_format":"text","description_chars":6569,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-03T04:44:42Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":13,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/transcom-copc-implementation-leader-philippines","json_url":"https://alion.io/job/transcom-copc-implementation-leader-philippines.json","meta":{"generated_at":"2026-11-05T02:13:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2809,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5420},"rest":"https://alion.io/mcp/rest/get_company?id=5420"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftranscom-copc-implementation-leader-philippines"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftranscom-copc-implementation-leader-philippines"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftranscom-copc-implementation-leader-philippines"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/transcom-copc-implementation-leader-philippines\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftranscom-copc-implementation-leader-philippines"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3663809}},{"tool":"search_jobs","arguments":{"company":"transcom.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3663809},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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