Required Qualifications

Education: Bachelor's/College Degree, Human Resource Management, Business Studies/Administration/Management, Psychology, or equivalent.Experience: 

• At least 1 year of experience in HR Employee Relations and Engagement facet.
• With a strong background in Labor and Employee Relations.
• Background in all HR facets is an advantage.
• Proven experience in developing and maintaining relationships with key internal and external stakeholders.

Skills: 

• Strong Analytical Skills.
• Data Management/ Data Accuracy.
• Engaged in facilitation and training skills.
• Commitment to delivering the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Compassionate.

Languages: Outstanding written and verbal English communication skills.

Other Requirements: Amenable to working on a shifting schedule, especially night shift.

Key Responsibilities

• Act as the main Program Partner for HR-related concerns involving employee life cycle inquiries, which may include onboarding, offboarding, lateral transfers, and any employee movements;  
• Act as a generalist with a full understanding of compensation and benefits, basic health and wellness policies, and other critical HR processes. Liaise with critical HR-related concerns involving its respective Center of Excellence (COEs). Ensure that concerns are resolved in a timely manner. Liaise with employee concerns to respective departments and support groups if needed; 
• Conduct constant meetings and touch base with program leaders and stakeholders for policy alignment, compliance, and diagnosis;
• Analyze HR trends and metrics and collaborate with program leaders to determine initiatives and programs in order to increase employee engagement and productivity; 
• Analyzes trends and metrics in partnership with the HR Center of Excellence (COEs) to develop solutions, programs, and policies;
• Prepare Weekly and Monthly Reports on critical HR Reports such as Attrition, COC, and Performance. Analyze data to provide recommendations and insights; 
• Manage and resolve a range of employee relations issues, from simple to complex. Conducts effective, thorough, and objective investigations and coordination for immediate concern resolution;  
• Strong familiarity with labor laws and similar legislation. Provide advice and facilitate high-risk dispute resolution and critical disciplinary decisions relating to the Company Code of Conduct. Ensure end-to-end internal disciplinary process compliance and documentation. 
• Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance. Partners with the legal department as needed/required. If needed and authorized, represent the company at SENA conferences. 
• Facilitate and improve the New Employee Orientation. Conduct focus group discussions, crash courses, and other learning discussions;
• Act as a people partner and ensure a positive employee experience to increase commitment, compliance, engagement, and productivity;
• Actively work with, communicate, and support stakeholders in all aspects of HR to help achieve the Operational goals of the business;
• Assist in the conceptualization, development, & implementation of Human Resources projects or initiatives to maintain competitive advantage and increase employee engagement;
• Ensure a seamless employee offboarding experience. Gather needed data and prepare the report as needed.  
• Attend to any tasks and reports the Sr. HRBP, Manager, and Officer may assign.

Key Responsibilities

Team Leadership & Development

• Team Leadership & Development

People Management: Lead and manage a team of Quality Analysts, providing the coaching, support, and professional development necessary to meet performance targets.

• Individual Development Plans: Conduct at least bi-monthly 1-on-1 career coaching sessions to help team members bridge skill gaps, focusing on competencies like advanced RCA, stakeholder management, and policy expertise.
• Onboarding & Upskilling: Oversee the onboarding of new Quality staff and collaborate with the Training team to address upskill/cross-skill needs based on quality performance.
• Conflict & Dispute Resolution: Serve as the final arbiter for internal audit disputes and technical calibration variances that cannot be resolved at the Quality Analyst level. Handle internal and external escalations through the standard processes within the agreed turnaround time.

Quality Governance 

• Sampling Audit Management:  Oversee the full 360-degree sampling cycle—from defining the sampling logic and verifying statistically significant data sets to managing the appeal process and final analysis. Ensure the Quality Team’s compliance with the sampling volume requirements.
• Executive Reporting: Support the Quality Manager during WBR, MBR, and QBR sessions, translating complex audit data into high-impact "Executive Summaries" and “Path to Green” or “Get Well” strategies.
• Internal Quality Alignment:  Lead cross-functional Quality Meetings for each Line of Business (LOB) to drive performance visibility. This includes deep dives into key metrics— Audit Completion Rate, Quality Scores, Critical Errors —while ensuring all teams are aligned on the latest policy or quality guidelines updates, organizational changes, and auditor accuracy (ATA) results.
• Audit the Auditor (ATA): Execute the "checks on the checker" framework to maintain audit standardization and eliminate auditor bias across the team.
• Operational Alignment: Spearhead Weekly Meetings with Operations and Training Teams to align on upskilling needs and action plans, based on quality trends.

Policy Documentation: Maintain and update internal "huddle" documents or monitoring guidelines upon receiving clarifications from the client, ensuring a seamless cascade to all stakeholders.

Required Qualifications

• Education: A bachelor's or College degree is standard. Senior High School graduates may be considered with at least 6 months of BPO experience.
• Experience: Typically 3 years of Quality Assurance experience in a BPO setting. Experience in the same program is highly desirable.
•  Skills: 
• Good leadership skills
• Strong knowledge of QA fundamentals, principles, and methodologies.
• Excellent analytical skills and  proven ability to perform Defect Analysis, Trend Analysis, and Root Cause Analysis (RCA) to identify "The Why" behind the numbers
• Ability to distinguish between an "Individual Error" and a "Systemic Policy Gap" and correlate with Operational KPIs.

Ability to translate complex data sets into "Executive Summaries" and "Path-to-Green" strategies for stakeholders.

• Good stakeholder management skills
• High proficiency in Google Sheets/Excel (macros, complex formulas, pivot tables) and Slides/PPT to create high-impact visual dashboards for WBR, MBR, and QBR presentations.
• Familiarity with Google Analytics

Program-specific skills required.

• Language: Exceptional English communication skills (written and verbal) to confidently represent the Quality department in meetings with internal and external stakeholders.

DUTIES AND RESPONSIBILITIES

• Support and manage the HR Business Partner team members to ensure effective collaboration and support with operations, departments, and stakeholders. Ensure consistent touch base and alignment with program leaders;
• Acts as the main Program Partner of specialized programs or accounts regarding HR-related concerns involving employee life cycle inquiries, which may include onboarding, offboarding, lateral transfers, and any employee movements;
• Conduct constant meetings and touch base with program leaders and stakeholders for policy alignment, compliance, and diagnosis. Perform Skip Level to leaders to assess the performance of HRBPs and the quality of support they provide;
• Assist the HRBP Manager in leading the design, development, and administration of projects, programs, and initiatives to improve HR process and policy compliance, increase employee engagement and productivity;
• Analyzes HR trends and metrics and collaborates with program leaders to determine initiatives and programs in order to increase employee engagement and productivity;
• Analyzes trends and metrics in partnership with the HR Center of Excellence (COEs) to develop solutions, programs, and policies;
• Investigate and resolve complex employee relations issues. Conducts effective, thorough, and objective investigations and coordination for immediate concern resolution;
• Strong familiarity with labor laws and government issuances related to employment. 
• Provide advice and facilitate high-risk dispute resolution and critical disciplinary decisions relating to the Company Code of Conduct. Ensure end-to-end internal disciplinary process compliance and documentation.
• Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance. Partners with the legal department as needed/required. If needed and authorized, represent the company at SENA conferences;
• Assist in reviewing policies and contracts. Help ensure that processes are compliant with current labor laws and, as much as possible, amplify best practices. Consistent compliance with government reportorial requirements and documentation.
• Help prepare, audit, and present critical HR Reports such as Attrition, COC, and Performance. Analyze data to provide recommendations and insights to achieve program and organizational goals.
• Facilitate and improve people partnership initiatives such as New Employee Orientation, Focus Group Discussions, Crash courses, and other learning discussions to promote positive employee experience;
• Assist in the conceptualization, development, & implementation of Human Resources projects or initiatives to maintain competitive advantage and increase employee engagement;
• Ensure a seamless employee offboarding experience. Gather needed data and prepare reports as needed.
• Attend to any tasks and report to the HRBP Manager, HR Manager, and Officer that may be assigned.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

     Key Skills:

• With a strong background in Labor and Employee Relations.
• Background in all HR facets is an advantage.
• Strong Analytical Skills.
• Data Management/ Data Accuracy.
• Preferably has experience in the BPO Setting.
• Able to work on a shifting schedule, especially night shift.

     Demonstrated competency in the following areas is also required:

• Proven experience in developing and maintaining relationships with key internal and external stakeholders.
• Engaged in facilitation and training skills.
• Commitment to delivering the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Compassionate.

     Education and/or Experience: 

• Candidate must possess at least a Bachelor's/College Degree, Human Resource Management, Business Studies/Administration/Management, Psychology or equivalent.
• At least 5 years of experience as an HR Coordinator, HRBP, ER Specialist, or HR Generalist. Or 1-2 years of experience as an HR Supervisor or Officer.

    Language Skills: 

• Outstanding written and verbal English communication skills.