IJP: Quality Manager

About Us

*HelloConnect*

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

As a Quality Manager, you will lead and oversee Quality Assurance operations across all English-speaking clusters, ensuring consistent application of QA processes, policies, and standards. You will serve as the central authority for quality-related decisions, driving alignment across regions and championing initiatives that elevate both performance and the customer experience. Your role combines strategic oversight with hands-on leadership, providing proactive support, actionable insights, and innovation in QA practices. Success in this position requires a strong leadership presence, exceptional analytical and problem-solving skills, and the ability to inspire and develop a high-performing QA team across multiple markets. You will collaborate closely with Senior QA Leads, operational leaders, L&D, and product teams to ensure quality standards evolve in line with business needs.

Core Responsibilities

• Lead and manage QA operations across all English-speaking clusters, ensuring excellence and consistency.
• Standardize QA processes, ensuring uniformity in evaluations, coaching, and compliance monitoring across regions.
• Work closely with Senior QA Leads and QA Leads to drive execution, cross-market collaboration, and operational alignment.
• Serve as the escalation point for quality-related issues impacting multiple markets, making timely and informed decisions.
• Provide strategic guidance and actionable insights to QA teams and operational stakeholders.
• Monitor performance trends across clusters, identifying opportunities for data-driven improvements.
• Foster effective knowledge sharing and collaboration across markets to maintain alignment.
• Partner with L&D, Operations, and Product teams to ensure QA practices adapt to evolving business needs.
• Drive the design and implementation of new ideas, processes, and methodologies that enhance QA effectiveness and efficiency.
• Evaluate and deploy QA tools, technology, and automation to improve accuracy and productivity.
• Stay ahead of industry and customer experience trends, integrating innovative approaches into QA practices.
• Champion a culture of learning, feedback, and adaptability within the QA team.
• Directly manage and mentor Senior QA Leads, providing guidance, feedback, and career development opportunities.
• Support team upskilling and capability building, ensuring readiness to meet current and future demands.
• Promote an inclusive, collaborative, and high-performance QA culture.
• Deliver consolidated QA performance reports and insights to senior stakeholders, highlighting key wins, risks, and opportunities.
• Represent the QA function in leadership forums, contributing to cross-functional strategy discussions.
• Maintain transparent, regular communication between QA and partner departments to ensure business alignment.

HelloFresh Customer Care Competencies / Required Skills

• Proven senior leadership experience with the ability to manage and inspire large, cross-functional teams across multiple sites and levels.
• Extensive expertise in contact center operations, systems, and performance metrics, with a focus on driving strategic improvements at scale.
• Advanced performance management capabilities, including developing and executing action plans, fostering accountability, and ensuring team success.
• High proficiency in data analysis, reporting, and data visualization to inform decision-making, optimize performance, and drive operational excellence.
• Expertise in coaching, training, and providing actionable feedback to both leaders and teams, fostering continuous growth and high performance.
• Exceptional communication and influencing skills, with the ability to effectively engage senior leadership, clients, and cross-functional teams.
• Strong values-driven leadership, setting the standard for operational excellence, employee engagement, and organizational culture.
• Proven ability to identify, design, and implement continuous improvement strategies that align with broader business objectives and drive tangible results.