IJP: QA Lead (ROW)

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.

Job Description

Your focus is to be able to provide direction to the QA Coaches in Manila along with a focus to upskill and develop our customer care employees.

You will instill a high level of customer care standards within our team to improve our customer satisfaction & agent knowledge. Every customer touchpoint should shine, ensuring our customers only speak positively about their experience with the customer care team.

You'll provide effective leadership and people management while optimizing service delivery.

Skills and preferred qualifications

• Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
• Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
• Act as key point of contact for all QA aspects of releases, providing QA services and coordinating QA resources internally and externally.
• Lead and mentor QA team members, as well as manage outside contract testers.
• Develop and execute test cases, scripts, plans and procedures (manual and automated).
• Evaluate customer care interactions both randomly and as a consequence of the customer survey results. Achieve monthly QA targets as a team effort." With this, I want to be really clear that I am happy for him to support with/delegate quality evaluations, however, this will not really form a solid part of his performance reviews.
• Be a point of escalation for customer complaints unresolved by agents or Team Leaders, use these calls to demonstrate your skills, leading by example." With this, the team should NOT be communicating directly with customers. They can be used to support ideas and help on how to handle these things or evaluating someone's performance on an escalation and coaching them, but they should not be communicating directly with customers.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.