Analyst Quality Assurance

Category/Area of Expertise: Call Centers
Job Requisition: 452952
Address: USA-ME-Scarborough-145 Pleasant Hill Rd
Store Code: Associate Service Center (2760841)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Lead the ASC Quality Assurance program to ensure information and tools are in place to support the call center reps across assigned brand(s). Leverage screen and call recordings or live listening sessions to assess the needs of the team and provide feedback and recommendations to brand supervisors to recognize, coach, and motivate their team members to continue to improve associate experience. Support the Manager, Central ASC in the maintenance of knowledge articles in ServiceNow and other projects as assigned.

Duties and Responsibilities:

• Lead quality assurance programs to ensure the customer experience is consistent with established standards, with a focus on continuous improvement.
• Work with business partners to develop and maintain impactful QA programs that are consistently followed to meet external and internal expectations and ensure the accuracy of information provided.
• Develop training programs and materials. Lead/facilitate the training of all Central ASC - and make performance-based recommendations for brand associates - to ensure accuracy of the information provided and consistency of the intake process and flow.
• Work with Manager, Career & Experience Operations to build and maintain quality reports from case management and telephony systems that summarize the accuracy and quality of problem resolution. Summarize and make recommendations to management based on the results.
• Perform monthly calibration on QA audits to ensure quality standards are being evaluated fairly and consistently.
• Compile and track performance at team and individual level and provide feedback and recommendations to ASC management team.
• Create and maintain complete, accurate, timely and readily accessible ASC Knowledge Base documents in accordance with defined standards, partnering with subject matter experts and other resources as necessary. Seek opportunities to add documents to ASC Knowledge Base in support of initiatives, projects, emerging issues, and new web content.
• Review knowledge base content to ensure accuracy of the information and work closely with contact center specialist and business partner. Use feedback for continuous improvement of our support knowledge base.
• Additional job duties may be assigned as needed to meet the needs of the business and support our Values.

• Bachelor's degree or equivalent combination of education and related work experience.
• Minimum 3 years of call center customer care experience utilizing common service center tools (telephony, case management, knowledge base), contact center structure, training and quality processes.
• Experience developing and maintaining call center knowledge base content for various audiences.
• Experience establishing training plans and delivering detailed training in an effective, engaging, collaborative manner in a one-on-one or classroom setting.
• Experience following established quality assurance and data analytics processes that accurately audit performance and inform future training, collaborating with management to improve processes as needed.
• Experience working in Human Resources and/or Payroll in a documentation, communications, training, or quality assurance role.
• Human Resource and/or Employee Call Center experience.