Coord Customer Care QA Trainer

Overview

Category/Area of Expertise: Training & Continuous Improvement

Job Requisition: _USA-MA-Quincy

Address: USA-MA-Quincy-1385 Hancock Street

Store Code: Contact Centers (5117079)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Provides performance reporting to Customer Support leaders. Provide direct training to agents for new and existing associates. Complete QA scoring for agent population and provide to supervisor for administration.

• Responsible for ensuring all training is completed for:
  New agents onboarded
• Existing agents via path training
• Existing agents on updates, new systems, new programs, etc.
• Utilize reporting and suggestions from Analyst/WFM team to plan for additional training classes and new hire training
• Responsible for completing quality assurance checks on all agents’ calls, cases and tickets each period
• Maintain and distribute a QA scorecard that will be folded into the agent’s period metrics to share with supervisors for their 1:1 meetings and coaching moments
• Analyze results from QA to provide suggestions on areas that require additional training
• Create follow up surveys for after new hire training to see if there are any areas that need additional focus
• Track new hire agent’s training closely and identify those who are struggling early or not meeting expectations to communicate suggestions to the supervisors/leadership team
• Identify any major issues with QA and communicate those quickly with backup data to the supervisors/leadership
• Remain engaged and up to date on the processes agents are to use in their daily work to ensure QA scores are accurate and fair
• Assist in research on specific concerning calls/cases or trends raised by operations team

• Proficient in Advanced Excel and Reporting tools and Software
• Ability to Partner and Collaborate with other team members - Excellent interpersonal & communication skills
• 2 - 4 Years in the relevant area of expertise
• Associate's Degree Or Equivalent work experience

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC, Chicago, IL, Quincy, MA, Carlisle, PA, Scarborough, ME, Hyattsville, MD and Mauldin, SC.

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we re actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

We offer an experience where our associates are valued;
Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.