Quality Assurance - Coach
About the Job
The role of the Customer Care Quality Assurance Coach is to instil a high level of customer care standards within our team, with the aim to improve our customer satisfaction. Each and every customer touch point should shine ensuring our customers only speak positively about their experience with the customer care team. You will analyse customer interactions, present your findings to the Training & Quality Specialist and coach our teams.
- Review Customer Satisfaction (CSAT) surveys for better analysis of knowledge gaps and to improve customer experience, including ‘Red Alert’ and ‘Green Alert’ channels and assist Management Team on best action
- Evaluate customer care interactions both randomly and as a consequence of the customer survey results. Achieve monthly QA targets as a team effort
- 100% competency as a Customer Care Agent, have a thorough understanding of customer’s needs and product knowledge requirements. Manage your knowledge by being on queue for a minimum 2 hours a week.
- Provide support to the Training & Quality Manager when onboarding new employees with a goal to be able to step in when required.
- Provide the team with regular techniques to improve their soft skills, phrasing and AHT.
- Communicate to the CC Leaders critical ‘Red Alert’ feedback ensuring everyone is across any PR or brand critical topics.
Who we are looking for?
- Must have at least a year of experience of the same role in a BPO setup
- Bachelor/University graduate is preferred but not required
- Willing to work in a fast-paced environment
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.
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.