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

We are seeking a Quality Design Specialist to join our Global Quality Transformation team. This practitioner-level role operates at the intersection of AI-powered quality automation and operational excellence. You will serve as the connective tissue between AI product and frontline operations, implementing and tuning Automated Quality Monitoring (AQM) tools (such as Fuel AQM and Level AI) and operationalizing Voice of the Customer (VOC) Copilots across assigned programs.

Key Responsibilities

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

Qualifications

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