IJP: Outbound QA Coach

2 weeks ago

Manila, National Capital Region, Philippines HelloConnect, Inc. Full time $40,000 - $60,000 per year

About Us

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 immediate 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

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

The Outbound QA Coach is an important part of our growing team. The main function of this role is to monitor interactions from associates in our outbound partner sites to assess adherence to call scripting and compliance to critical regulatory processes. These interactions will primarily focus on reactivations and requests to be put on the Do Not Call list.

You will

  • Complete the required minimum of outbound agent interactions evaluations daily (voice)
  • Evaluate adequacy of quality assurance standards
  • Report to Supervisor to enhance outbound processes and customer experience
  • Assure ongoing compliance with quality
  • Calibrate with Quality Assurance Leaders
  • Maintain a compliance calibration score of 90%
  • Analyze data to identify agent and team level opportunities for improvement and provide detailed feedback to QA Supervisor
  • Participate in projects and pilot programs designed to improve existing processes and the customer experience

Your qualities

  • Customer obsessed - Absolute passion for ensuring a great customer experience with every contact
  • Ability to assist with identifying problems and find solutions
  • Strong attention to detail with a focus on timeline and tangible goals.
  • Good written and oral communication skills.
  • Flexibility to adjust priorities as necessary
  • Values teamwork and partnerships at their site to gain buy-in and collaboration
  • Comfortable taking direction to achieve results.

You have...

  • Customer Service experience with HelloFresh.
  • Training on HelloFresh and/or Factor brands for the US market.

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