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Organization Overview
HelloConnect takes immense pride in being the trusted partner for HelloFresh in ensuring exceptional QA standards in customer service. We understand that in the customer care world, every interaction with customers matters, and we are committed to upholding the highest standards of quality customer service.
Primary Purpose
Your role is to drive the performance of the QA Leaders. Assisting each member to get the best out of their teams. You have been assigned this role as you have proven to be an effective Leader. You will be a role model for other leaders, demonstrating excellent customer care and team leadership skills. You will provide the QA team with vision and direction to improve quality metrics.
Key Accountabilities
HelloConnect takes immense pride in being the trusted partner for HelloFresh in ensuring exceptional QA standards in customer service. We understand that in the customer care world, every interaction with customers matters, and we are committed to upholding the highest standards of quality customer service.
Primary Purpose
Your role is to drive the performance of the QA Leaders. Assisting each member to get the best out of their teams. You have been assigned this role as you have proven to be an effective Leader. You will be a role model for other leaders, demonstrating excellent customer care and team leadership skills. You will provide the QA team with vision and direction to improve quality metrics.
Key Accountabilities
- Develop, share and execute the overall QA strategy, ensuring that our customer care aligns with our commitment to excellence.
- Lead the sharing of the QA quarterly vision.
- Update upper management with the progress and highlight any misses.
- Advocate for customer-centricity clarity across all customer care channels for the HelloFresh group - while also elevating improvement opportunities to relevant stakeholders to complement other teams.
- Accomplish quality assurance objectives by monitoring, reviewing, and enforcing policies and procedures.
- Train and motivate employees to ensure that quality standards are met.
- Create ways to monitor adherence to processes that sit outside of the QA forms, such as error reporting.
- Be proactive in identifying and solving problems -. Feedback on any critical information in real-time and share feedback that can drive continuous improvement throughout the business functions that, in the end, improve our customer's experience with us.
- Chattermill / KMC
- Keep the International CC Team informed of your market challenges and upcoming changes.
- Work with the International Customer Care team to work on continued improvement.
- Reducing MCBs.
- Identify each market's needs.
- Look for ways to improve the experience of our customers and front-line agents. Ensure processes are clear and uncomplicated to allow them to focus on our customers. Look for ways to provide the best-in-class customer experience and support.
- Collecting and analysing Contact Centre and Customer data to understand current department performance and work on new ways to take the Customer Care department to the next level.
- Work closely with Analysts to report on the customer support function, customer feedback and customer trends. Use these reports to demonstrate where change is needed and track your team's performance. Develop and implement strategies to address areas of focus.
- Lead and engage your team.
- Engure engagement action plans are on track
- Align your teams to work collaboratively.
- Offer guidance mentorship and create the development plan of QA Leads.
- Inspire and motivate your QA leads.
- Experience in customer care or contact centre operations.
- Proven experience as a quality assurance lead/manager or relevant role.
- Thorough knowledge of methodologies of Quality Assurance and standards.
- Experience in handling a Team of Quality Assurance Coaches/Specialists.
- Excellent organisational and leadership abilities.
- Great attention to detail and a results driven approach.
- Outstanding communication skills.
Organization Overview
HelloConnect takes immense pride in being the trusted partner for HelloFresh in ensuring exceptional QA standards in customer service. We understand that in the customer care world, every interaction with customers matters, and we are committed to upholding the highest standards of quality customer service.
Primary Purpose
Your role is to drive the performance of the QA Leaders. Assisting each member to get the best out of their teams. You have been assigned this role as you have proven to be an effective Leader. You will be a role model for other leaders, demonstrating excellent customer care and team leadership skills. You will provide the QA team with vision and direction to improve quality metrics.
Key Accountabilities
HelloConnect takes immense pride in being the trusted partner for HelloFresh in ensuring exceptional QA standards in customer service. We understand that in the customer care world, every interaction with customers matters, and we are committed to upholding the highest standards of quality customer service.
Primary Purpose
Your role is to drive the performance of the QA Leaders. Assisting each member to get the best out of their teams. You have been assigned this role as you have proven to be an effective Leader. You will be a role model for other leaders, demonstrating excellent customer care and team leadership skills. You will provide the QA team with vision and direction to improve quality metrics.
Key Accountabilities
- Develop, share and execute the overall QA strategy, ensuring that our customer care aligns with our commitment to excellence.
- Lead the sharing of the QA quarterly vision.
- Update upper management with the progress and highlight any misses.
- Advocate for customer-centricity clarity across all customer care channels for the HelloFresh group - while also elevating improvement opportunities to relevant stakeholders to complement other teams.
- Accomplish quality assurance objectives by monitoring, reviewing, and enforcing policies and procedures.
- Train and motivate employees to ensure that quality standards are met.
- Create ways to monitor adherence to processes that sit outside of the QA forms, such as error reporting.
- Be proactive in identifying and solving problems -. Feedback on any critical information in real-time and share feedback that can drive continuous improvement throughout the business functions that, in the end, improve our customer's experience with us.
- Chattermill / KMC
- Keep the International CC Team informed of your market challenges and upcoming changes.
- Work with the International Customer Care team to work on continued improvement.
- Reducing MCBs.
- Identify each market's needs.
- Look for ways to improve the experience of our customers and front-line agents. Ensure processes are clear and uncomplicated to allow them to focus on our customers. Look for ways to provide the best-in-class customer experience and support.
- Collecting and analysing Contact Centre and Customer data to understand current department performance and work on new ways to take the Customer Care department to the next level.
- Work closely with Analysts to report on the customer support function, customer feedback and customer trends. Use these reports to demonstrate where change is needed and track your team's performance. Develop and implement strategies to address areas of focus.
- Lead and engage your team.
- Engure engagement action plans are on track
- Align your teams to work collaboratively.
- Offer guidance mentorship and create the development plan of QA Leads.
- Inspire and motivate your QA leads.
- Experience in customer care or contact centre operations.
- Proven experience as a quality assurance lead/manager or relevant role.
- Thorough knowledge of methodologies of Quality Assurance and standards.
- Experience in handling a Team of Quality Assurance Coaches/Specialists.
- Excellent organisational and leadership abilities.
- Great attention to detail and a results driven approach.
- Outstanding communication skills.