Coord Customer Care QA Trainer

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

SCARBOROUGH, ME

Ahold Delhaize USA

<p class="p1"><strong><br />Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands &ndash; Food Lion, Giant Food, The GIANT Company, Hannaford and Stop &amp; Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.</strong></p> https://www.adusa.com/

keywords: position summary,training,quality assurance,analysis,reporting,education & experience,skills

Full Time

N/A

Overview: Provides performance reporting to Customer Support leaders. Provide direct training to agents for new and existing associates.&nbsp;Complete QA scoring for agent population and provide to supervisor for administration.
Responsibilities: <ul> <li>Responsible for ensuring all training is completed for: <ul> <li>New agents onboarded</li> <li>Existing agents via path training</li> <li>Existing agents on updates, new systems, new programs, etc.&nbsp;</li> </ul> </li> <li>Utilize reporting and suggestions from Analyst/WFM team to plan for additional training classes and new hire training.</li> <li>Responsible for completing quality assurance checks on all agents&rsquo; calls, cases and tickets each period.</li> <li>Maintain and distribute a QA scorecard that will be folded into the agent&rsquo;s period metrics to share with supervisors for their 1:1 meetings and coaching moments.</li> <li>Analyze results from QA to provide suggestions on areas that require additional training.</li> <li>Create follow-up surveys for after new hire training to see if there are any areas that need additional focus.</li> <li>Track new hire agent&rsquo;s training closely and identify those who are struggling early or not meeting expectations to communicate suggestions to the supervisors/leadership team.</li> <li>Identify any major issues with QA and communicate those quickly with backup data to the supervisors/leadership.</li> <li>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.</li> <li>Assist in research on specific concerning calls/cases or trends raised by operations team.</li> </ul> <p>&nbsp;</p>
Requirements: <ul> <li>Proficient in Advance Excel and Reporting tools and Software.</li> <li>Ability to partner and collaborate with other team members.</li> <li>Excellent interpersonal &amp; communication skills.</li> <li>2 - 4 years in the relevant area of expertise.</li> <li>Associate Degree Or Equivalent work experience.</li> </ul> <p>&nbsp;</p> <p><strong><em>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.&nbsp;</em></strong></p>