About this role
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, pr