About the company
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.
Responsibilities
- 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.
- 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.
- 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.
- 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, and wider customer experience improvements.
- Partner with the Learning & Development team, CSM, and Team Leaders to drive initiatives such as Customer Service Awards and recognition programs.
- Maintain current knowledge of assigned campaigns through regular operational immersion.
- Support the Learning & Development team during new hire onboarding through nested support and applicable campaign QA scorecard/framework.
- 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.
- Deliver one-on-one coaching and group training sessions for agents based on QA evaluation results.
- 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, and 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.
- 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.
- 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.
- 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 is required.