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The Role
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.
In this role, you will take on a key responsibility in monitoring performance, promoting quality excellence, and supporting initiatives that improve operational effectiveness and business results., contributing to our ongoing efforts to drive business success and enhance customer satisfaction.
We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!
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)
Are you up for the challenge?
The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!
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