IJP: Global Quality Management Coordinator

HelloFresh
Manila
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 2+ yearsEducation: bachelorsSkills: ["Analytical skills","Problem-solving","Organizational skills","Communication","Stakeholder management"]

Coordinate global AI-powered quality monitoring across outbound BPO providers, including platform administration, performance tracking, and quality escalations with root-cause and corrective actions. Facilitate regular provider quality review meetings, partner with BPO quality teams to embed standards, and analyze quality metrics to drive action plans and continuous improvement. Produce dashboards and leadership reports, identify process/knowledge/skill gaps, and support quality projects to improve conversion quality, customer experience, and operational consistency.

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FursaFursa
HelloFresh
HelloFresh
19 hours ago

IJP: Global Quality Management Coordinator

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Last checked: 6 hours agoStatus: Live

Job Summary

Coordinate global AI-powered quality monitoring across outbound BPO providers, including platform administration, performance tracking, and quality escalations with root-cause and corrective actions. Facilitate regular provider quality review meetings, partner with BPO quality teams to embed standards, and analyze quality metrics to drive action plans and continuous improvement. Produce dashboards and leadership reports, identify process/knowledge/skill gaps, and support quality projects to improve conversion quality, customer experience, and operational consistency.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Entry level

Key Responsibilities

  • •Manage the AI-powered quality monitoring platform, including user access, configuration, and continuous improvement initiatives.
  • •Monitor and manage quality performance across outbound BPO providers, coordinating quality review meetings and provider feedback.
  • •Analyze quality metrics and collaborate with providers to develop and monitor action plans; investigate escalations using root-cause analysis and corrective actions.
  • •Identify process, knowledge, and skill gaps and work with Operations and L&D to implement sustainable improvements across the outbound organization.
  • •Prepare and distribute quality performance reports, dashboards, and insights for leadership, and ensure quality processes and documentation remain current.

Pay and Benefits

Perks:Annual BonusHealth InsuranceHmo MedicalLife InsuranceLearning Budget

Key Requirements

  • •Minimum 2 years of experience in Quality Assurance, Customer Care, or Operations within a global customer service environment.
  • •Experience measuring, analyzing, and reporting on quality and customer service metrics.
  • •Experience working with outsourced/BPO operations is highly desirable.
  • •Proven ability to investigate quality escalations and drive root-cause analysis and corrective actions.
  • •Bachelor’s degree or equivalent professional experience is preferred.
Experience:2+ yearsGlobal customer serviceBPOOutsourced operations
Education:Bachelor's
Skills:Analytical skillsProblem-solvingOrganizational skillsCommunicationStakeholder management
Tech Stack:Google WorkspaceSheetsDocsSlidesTableauLookerDataGamzAI-enabled quality toolsAI-powered quality monitoring platform

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn