Quality and Training Officer

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.

The main purpose of the job

The Quality and Training Officer will drive operational excellence within our HR Shared Services Center (SSC) in Manila. This pivotal role is responsible for leading quality assurance, change management, process improvement, and automation initiatives to ensure seamless transitions and optimise HR service delivery. You'll collaborate with stakeholders across the organisation to enhance efficiency, improve employee experience, and support our mission.

Key Responsibilities:

• Quality Assurance & Continuous Improvement:

• Establish and implement quality assurance frameworks to maintain operational standards within the HR SSC.

• Drive continuous improvement by championing Lean principles and Six Sigma methodologies.
• Analyze data to identify improvement areas and lead initiatives to optimize HR processes.

• Change Management & Training:

• Develop and implement change management frameworks tailored to the HR SSC, ensuring effective organizational transitions.

• Create comprehensive training curricula aligned with change management strategies to support employee development and transition readiness.
• Assess training program effectiveness and adjust strategies to meet evolving needs.
• Facilitate process improvement training.

• Process Automation Integration:

• Collaborate with stakeholders to identify opportunities for process automation and enhancement within the HR SSC.

• Contribute to the development and implementation of an automation roadmap, overseeing the integration of automation solutions.
• Lead the piloting and testing of automation solutions, using data to drive performance and efficiency improvements.

• Communication and Stakeholder Engagement:

• Communicate change initiatives, quality standards, and training programs to all stakeholders, ensuring engagement and alignment.

• Build strong relationships with country stakeholders, HR teams, and cross-functional partners to facilitate collaborative change and improvement initiatives.

Qualifications:

• At least three (3) years of experience in a similar capacity within an HR Shared Services Center (SSC) environment.
• In-depth experience in change management and/or project management.
• Strong understanding of HR processes and systems, with a focus on driving operational excellence.
• Excellent project management skills, with a proven track record of implementing effective change strategies and process improvements.
• Outstanding communication and presentation abilities, with the capacity to build strong relationships across different functions and levels.
• Analytical mindset with strong problem-solving capabilities and a focus on data-driven decision-making.
• Ability to thrive in a fast-paced and dynamic work environment, demonstrating adaptability and innovation.
• Experience in implementing automation solutions such as RPA and chatbots.
• Proven ability to work independently and collaboratively.
• Six Sigma Yellow/Green Belt certification.
• Proficiency in Lean methodologies.

Skills and Competencies:

• Excellent project management skills with a proven track record of implementing effective change strategies and process improvements.
• Outstanding communication and presentation abilities, with the capacity to build strong relationships across different functions and levels.
• Analytical mindset with strong problem-solving capabilities and a focus on data-driven decision-making.
• Ability to thrive in a fast-paced and dynamic work environment, demonstrating adaptability and innovation in driving continuous improvement.
• An individual contributor with strong interpersonal, collaboration, and influencing skills.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.