IJP: Global Quality Management CoordinatorPosted today
The opportunity
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.
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.
What they're looking for
- 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.
