AI-Driven Quality Design Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a Quality Design Specialist to join the Global Quality Transformation team, bridging AI-powered quality automation with frontline operations.

You will implement and tune Automated Quality Monitoring tools and VOC Copilots across programs, translate QA scorecards into AI-ready structures, and collaborate with Operations Directors and QA leads to deliver impact reports and flag risks.

Qualifications

• 3+ years of experience in contact center quality management, QA analysis, or quality operations.
• Experience with AI or automated quality monitoring tools in production.
• Bachelor’s degree in Business Administration, Data Analytics, Operations Management, or equivalent.
• C1+ oral and written English proficiency.
• Preferred: Six Sigma Yellow Belt or equivalent certification; experience with coaching platforms or speech analytics.

Responsibilities

• Lead end-to-end deployment of AQM tools, from scorecard design to go-live, ensuring >90% alignment between AI output and human evaluation.
• Configure and activate VOC Copilot workflows, including sentiment tagging and insight aggregation, while tracking utilization metrics like hours saved and CSAT correlation.
• Translate manual QA scorecards into AI-compatible evaluation structures, leading calibration sessions to align AI scoring logic with human judgment.
• Partner with Operations Directors and QA Team Leads to integrate AI insights into coaching workflows, producing impact reports and surfacing risks.

Skills

English proficiency

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Data Analytics

Bachelor’s degree in Operations Management

Tools

Fuel AQM

Level AI

Job description

Hammerjack Pty Ltd in the Philippines seeks a Quality Design Specialist to join the Global Quality Transformation team, bridging AI-powered quality automation with frontline operations.

You will implement and tune Automated Quality Monitoring tools and VOC Copilots across programs, translate QA scorecards into AI-ready structures, and collaborate with Operations Directors and QA leads to deliver impact reports and flag risks.