Training & Quality Specialist

Taguig

About the Job

The purpose of this role is lead the team responsible for training and quality for. Including but not limited to, the UK and CA markets at HelloConnect. They will be required to execute the delivery of onboarding and refresher training to those markets, support where needed with content creation/updates for all International markets and support the approach to quality within the team. They will be required to ensure trainers within the team are delivering training to the highest possible standard and that QA Coaches are identifying quality issues and conducting coaching efficiently to improve performance of our Contact Center agents. This will require sitting in on trainings and coaching sessions to monitor their performance.

 

You will be tasked with ensuring that the efforts of your team contribute to a positive Contact Center culture that strives for excellent customer experience and high level performance when it comes to our KPIs. Finally, you will also be required to support our Learning and Development Specialist with the administration duties that come with our learning platforms.

 
  • Deliver training sessions for HelloFresh and and HelloFresh subsidiaries including refresher raining and onboarding

  • Support the Learning and Development Specialist in learning admin including user management and completion tracking

  • Send out learner surveys post-onboarding and where required

  • Approve agents activities and tasks during the onboarding and refresher processes

  • Lead the Training and Quality Team to a high standard, observing their work, providing feedback and supporting their development/performance

  • Ensuring a smooth, efficient and enjoyable learning experiences that foster our company culuture and promotes high performance. This includes using innovative activities to promote engaged learning

  • When required, support with creation and updating of learning and knowledge management content

  • Provies adhoc support on project work to the Learning and Content Manager and the wider team including but not lmited to the launch of new markets and any skills gap analysis

  • Dedicated to self-development within the learning and development field

Who we are looking for?

  • Someone with a passion for leaning and the development of people

  • Excellent attention to detail

  • Great communication skills and confidence to communicate with both entry-level employees and management

  • Intermediate understanding of Contact Center KPI's and performance management

  • Ability to work independently and in a diverse team environment

  • Strong Google Suite and Microsoft Office skills

  • Self-motivated and a desire to produce a high quality of work

  • Good presentation/speakking skills

  • Creative ability to design engaging training content

  • Experience delivering training preferred

  • Desire to improve both the customer and agent experience

  • Experience in quality assurance and an understanding of its importance in Customer Care

About 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 direct 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.

About HelloFresh:

HelloFresh is a global leader in online food e-commerce! With our cooking boxes, we are leading the way in an enormously growing market. With delicious and refined recipes, we deliver the right fresh ingredients - in the best quality and right on your doorstep.

Up for the challenge? Apply Now