We are looking for a Training and Quality Manager to join our growing BPO company. You will play a crucial role in optimising how our growing clients base’s customer service teams are on-boarded and operationally managed to ensure each client is delighted by the customer service we provide. As a Training and Quality Manager you’ll be responsible for developing, implementing, and improving the campaigns training programs and quality initiatives that enhance the team’s customer engagement behaviors and skills.
What you’ll do:
- Partner with Customer Success Manager and Team Leaders in developing and delivering learning solutions that meet business needs in order to win the business and ensure successful customer service trial periods.
- Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs in consultation with Ops Leaders, including assessment methods and focus group discussions.
- Closely coordinate with clients on implementing training, policy updates, continuous educational training and upskilling of tenured production employees.
- Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with the operations team to improve quality performance.
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Ensure the knowledge base is up to date and employees are aware of changes through knowledge alignment, touch points, and process knowledge tests.
Conduct regular checks with the Team Leads, and proactively recommend improvements based on performance reviews.
- Ensure all Training programs and Content meet the relevant business and statutory policies
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.