[HELLOCONNECT] QA Coach - CFO

The Role

At HelloConnect, you will be part of a dynamic team in Inoza Tower, BGC, Taguig City 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, instill high customer care standards across assigned client campaigns, with the goal of continuously improving customer satisfaction. Every customer touchpoint should reflect excellence, ensuring that customers speak positively about their experience with the customer care team.

You will be responsible for analyzing customer interactions, presenting findings to the Head of Client Operations and relevant campaign leadership, and coaching team members. The QA Coach will support multiple client campaigns, adapting quality monitoring, coaching, reporting, and improvement activities to the specific requirements, processes, KPIs, and quality frameworks of each assigned campaign, 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

Quality Monitoring & Evaluation

• Evaluate agent interactions across assigned campaigns to ensure quality, compliance, and consistency in handling customer contacts.
• Monitor QA KPI performance against campaign-specific quality targets and drive continuous improvement to drive continuous improvement against agreed quality targets.
• Identify agent trends and discuss them with CSM and Team Leaders; ensure follow-up coaching sessions with agents are conducted.
• Provide Team Leaders with quality scores and detailed feedback to support agent development and targeted coaching opportunities.
• Develop and implement strategies to enhance the customer service experience. This includes researching industry best practices, benchmarking across campaigns and industry best practices, and applying your own expertise.
• Contribute to increasing CSAT and support assigned campaigns in meeting agreed customer experience and quality KPIs.
• Participate in calibration sessions; prepare and submit reports as required. Engage with relevant campaign and operational stakeholders for alignment.
• Conduct deep dives into low-performing inquiry types and drivers, and customer journeys to identify:
• Agent knowledge or skill gaps
• Coaching opportunities
• Process or policy gaps
• Knowledge management issues
• Wider customer experience, operational, and client improvement opportunities
• Partner with the Learning & Development team, CSM, and Team Leaders to drive initiatives such as Customer Service Awards and recognition programs.

#### Coaching & Agent Development

• Maintain current knowledge of assigned campaigns through regular operational immersion, including queue exposure where appropriate, interaction reviews, and alignment with campaign teams.
• Support the Learning & Development team during new hire onboarding through nested support and applicable campaign QA scorecard/framework, ensuring new agents meet or exceed customer satisfaction standards.
• Assist relevant stakeholders in identifying knowledge-base, response-template, script, or process content requiring updates.
• Identify recurring questions and agent pain points, and escalate them to the Head of Client Operations and relevant campaign leadership.
• Recommend new procedures and resources as needed, providing recommendations to relevant operational leadership.
• Deliver one-on-one coaching and group training sessions for agents based on QA evaluation results, with the goal of strengthening skills and improving overall performance.

Reporting & Quality Analytics

• Maintain complete and accurate records of QA evaluations, coaching activities, development actions, and performance improvements.
• Produce regular quality reports highlighting:
• QA performance and trends
• Key failure drivers
• Recurring agent behaviours
• Coaching effectiveness
• Customer pain points
• Process and knowledge gaps
• Recommended actions
• Use QA and operational data to identify correlations between quality, productivity, customer satisfaction, and other relevant performance indicators.
• Translate QA findings and operational data into actionable insights that improve agent performance, customer experience, and operational processes, while identifying broader improvement opportunities that can add value to the client partnership.

Continuous Improvement & Customer Experience

• Partner with Client Operations and campaign leadership to identify opportunities to improve processes, efficiency, quality, and customer outcomes.
• Use insights from customer interactions to identify systemic issues rather than treating QA solely as an agent-scoring function.
• Recommend improvements to processes, policies, workflows, scripts, knowledge content, and coaching approaches based on QA findings.
• Stay informed about emerging QA methodologies, customer service best practices, tools, automation, and technologies that can improve quality assurance.
• Support the adoption of new QA tools and processes, including automated or AI-assisted quality monitoring where applicable.
• Foster a culture of accountability, excellence, and continuous learning within the team.

AI & Automated QA Support

• Work alongside campaigns using AI-assisted or automated QA tools, validating automated findings through targeted human review where required.
• Identify gaps, false positives, scoring inconsistencies, and areas where human judgement or deeper analysis is required.
• Support a practical human-in-the-loop QA approach, using AI and automation to improve QA coverage and efficiency while maintaining evaluation quality.

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What you’ll bring

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• Exceptional attention to detail and ability to identify subtle quality and customer experience issues.
• Ability to quickly develop strong product, process, and system knowledge and adapt across multiple client campaigns with differing requirements.
• Strong commitment to delivering an outstanding customer experience.
• Demonstrated ability to coach, provide constructive feedback, and influence behavioural change.
• High level of proficiency in Google Workspace, particularly Google Sheets, Docs, and Slides.
• Proficiency in using Gemini and other AI tools to support quality analysis, identify trends, and improve efficiency.
• Strong analytical skills, with the ability to extract, analyse, and interpret QA and operational data and translate findings into actionable insights and recommendations.
• Confident and articulate communication skills, with the ability to present findings effectively to operational stakeholders.
• Proactive, solutions-oriented approach with a willingness to take ownership.
• Experience supporting or implementing continuous improvement initiatives.
• Strong resilience and ability to perform effectively in a fast-paced customer care environment.
• Ability to produce accurate, engaging, and timely reports, coaching materials, and documentation.
• Strong organisational, multitasking, and prioritisation skills, with the ability to manage competing priorities across multiple campaigns.

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