Global AI-Driven Quality Manager

HelloConnect; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Long service benefits

HMO coverage

Annual learning budget

Life insurance

360 Learning platform access

Job summary

HelloConnect in Taguig City (BGC) invites a QA-focused professional to manage an AI-powered quality monitoring platform for a global outbound operations network. You will oversee access, configuration, and continuous improvement initiatives while driving performance reviews with provider leadership.

The role emphasizes collaboration, data analysis, and actionable insights to raise quality metrics and customer satisfaction across multiple sites and partners.

Qualifications

• Minimum of 2 years in Quality Assurance, Customer Care, or Operations within a global customer service environment.
• Experience working with outsourced/BPO operations is highly desirable.
• Proven experience measuring, analyzing, and reporting on quality and customer service metrics.
• Experience with quality monitoring platforms and AI-enabled quality tools is an advantage.
• Bachelor's degree or equivalent professional experience is preferred.

Responsibilities

• Manage the AI-powered quality monitoring platform, including user access, configuration, and continuous improvement initiatives.
• Monitor and manage quality performance across all outbound BPO providers.
• Conduct regular quality review meetings with provider leadership to review performance, provide feedback, identify trends, and agree on improvement actions.
• Build and maintain strong partnerships with BPO Quality teams to ensure quality standards are consistently implemented across all operations.
• Analyze quality metrics and collaborate with providers to develop and monitor action plans that improve performance.
• Investigate quality escalations and ensure timely resolution through root cause analysis and corrective actions.
• Identify process, knowledge, and skill gaps, and work with Operations and L&D to implement sustainable improvements.
• Support quality improvement projects and continuous improvement initiatives across the outbound organization.
• Prepare and distribute quality performance reports, dashboards, and insights for leadership and key stakeholders.
• Provide actionable recommendations based on quality data to support operational decision-making.
• Ensure quality processes, documentation, and standards remain current and aligned across all providers.
• Perform other duties and special projects as assigned to support business needs.
• Contribute to achieving departmental KPIs by improving conversion quality, customer experience, and operational consistency.

Skills

Analytical thinking

Organizational skills

Cross-functional collaboration

Stakeholder management

Google Workspace

Data visualization tools

Education

Bachelor's degree or equivalent

Tools

Tableau

Looker

DataGamz

Google Workspace

Job description

HelloConnect in Taguig City (BGC) invites a QA-focused professional to manage an AI-powered quality monitoring platform for a global outbound operations network. You will oversee access, configuration, and continuous improvement initiatives while driving performance reviews with provider leadership.

The role emphasizes collaboration, data analysis, and actionable insights to raise quality metrics and customer satisfaction across multiple sites and partners.