IJP: Global Quality Management Coordinator

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

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

What You’ll Do

• 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.

What You’ll Bring

• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to identify improvement opportunities and drive corrective actions with cross-functional teams.
• Strong communication and stakeholder management skills, with the ability to influence and collaborate across different functions and cultures.
• Adaptable, proactive, and comfortable working in a dynamic, changing environment.
• High attention to detail and commitment to continuous improvement.
• Advanced proficiency in Google Workspace (Sheets, Docs, Slides).
• Experience with reporting and visualization tools such as Tableau, Looker, or DataGamz is preferred.

Qualifications & Experience

• Minimum of 2 years of experience 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 and advantage.
• Bachelor's degree or equivalent professional experience is preferred.

What We Offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Location

BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)