[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.

Report