[Hiring] COPC Implementation Leader @Transcom

Role Description

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

• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.

Requirements

• 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.
• Certifications:
  • Certified Six Sigma Black Belt (CSSBB) or Green Belt (CSSGB)
  • Project & Agile Management Certifications
  • Analytics & Data Analysis Certification
  • 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 in Industrial Engineering / Systems Engineering
  • Applied Statistics / Mathematics / Data Analytics
  • Business Administration / Operations Management
  • Information Technology / Computer Science

Benefits

• 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.