IJP: QA Coach (US)

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

Overview:

The QA Coach's role is to instill high levels of customer service standards throughout our team in in order to boost customer satisfaction. Each customer touch point should shine, ensuring that our customers only speak positively about their interactions with the customer service team. You will analyze client interactions, submit your findings to the QA Lead, and coach our team, in addition to additional ad hoc responsibilities connected to soft skill development and work administration. Role modeling by demonstrating and ensuring that all regulations and procedures are followed.

Key Accountabilities

Evaluate Agent interactions to ensure quality and compliance in handling interactions. Deep dive Monitor QA KPI performance to improve our quality standards and out perform our current quality targets, through evaluating Agent interactions. Achieve monthly QA targets as a team effort. All agent trends should be discussed with the agent's Team Leader, and coaching with the agents should follow. Provide team leaders with quality scores and feedback so they can address areas for growth with their agents and possibilities for coaching. You should have a strategy in place to improve our customer service experience; you are encouraged to research what other firms and markets do well, what best practices are, and how you can exhibit your known experience. Play an important role in increasing CSAT and assisting the Customer Care department in meeting management's KPIs. Attend calibration sessions and prepare and submit reports. Collaborate with the global QA team on a regular basis. Deep dive into the lowest-performing wrap codes / inquiries to find coaching opportunities at the agent and department levels, as well as process gaps. Collaborate with the Learning & Development Team and Team Leaders to obtain Customer Service Awards. Track all your work in assigned sheets and documents and provide reports of outcomes of work done.

Coaching & Training

100% competency as a Customer Care Agent, have a thorough understanding of customers needs and product knowledge requirements. Manage your knowledge by being on queue for a minimum of 2 hours a week. Support the Learning & Development Team while onboarding new workers through nested support and the Quality training module to reach or exceed a quality customer experience satisfaction level. Assist the Knowledge Management Coordinator in keeping all canned responses and scripts in the Canned Responses Library and Purecloud up to date and accurate. Identify common questions and pain areas for agents and submit them to the QA Lead so that they can be improved. Determine the need for new procedures and resources and provide input to the QA Lead/Senior QA Lead. Based on your results from the QA evaluations, provide one-on-one coaching and group training sessions for agents.

Communication & Employee Engagement

Provide frequent approaches for improving the team's soft skills, phrasing, and AHT. Communicate critical callback or 'Red Alert' feedback to the CC Leaders, ensuring that everyone is aware of any PR or brand critical matters. Maintain and periodically update the Help Centre; all information offered to customers must be accurate and useful. Collaborate with the Team Leaders and Rostering Coordinator to ensure that coaching sessions are documented and held at acceptable times that do not have a detrimental influence on the overall performance of the center. Slack shout outs are used to recognize outstanding performance.

Reporting

Provide Team Leaders with accurate performance management documentation for all agents in reference to quality. Provide a weekly report to the CC Leadership Team outlining your findings an implementations. All QA evaluations must be accurately recorded in PureCloud and associated sheets. All QA evaluations must be appropriately recorded in PureCloud and related sheets. All coaching and other activities must be documented in accordance with team processes as provided by the QA Lead.

HelloFresh Customer Care Competencies / Required Skills

• Exceptional attention to detail Product and system knowledge at a high level
• Exceptional Customer Experience standard, with a passion for ensuring that every customer experience is exceptional!
• High level of computer proficiency (particularly in MS Excel)
• Communication abilities that are both confident and articulate
• Can-do mentality, going above and beyond for the consumer and our agents.
• Quickly adapt to any changes in the process.
• Capability to implement and integrate continuous improvement initiatives as directed by the manager
• Ability to function under pressure
• Capability to generate accurate and engaging materials on time
• Capable of multitasking and juggling priorities

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.