Work at Home Healthcare Customer Service Representative

Address: USA-MA-Quincy-1385 Hancock StreetStore Code: Contact Centers (5117079)Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.Primary Purpose:Provides performance reporting to Customer Support leaders. Provide direct training to agents for new and existing associates.Complete QA scoring for agent population and provide to supervisor for administration.Duties and Responsiblities:• Responsible for ensuring all training is completed for:• New agents onboarded• Existing agents via path training• Existing agents on updates, new systems, new programs, etc.• Utilize reporting and suggestions from Analyst/WFM team to plan for additional training classes and new hire training• Responsible for completing quality assurance checks on all agents’ calls, cases and tickets each period• Maintain and distribute a QA scorecard that will be folded into the agent’s period metrics to share with supervisors for their 1:1 meetings and coaching moments• Analyze results from QA to provide suggestions on areas that require additional training• Create follow up surveys for after new hire training to see if there are any areas that need additional focus• Track new hire agent’s training closely and identify those who are struggling early or not meeting expectations to communicate suggestions to the supervisors/leadership team• Identify any major issues with QA and communicate those quickly with backup data to the supervisors/leadership• Remain engaged and up to date on the processes agents are to use in their daily work to ensure QA scores are accurate and fair• Assist in research on specific concerning calls/cases or trends raised by operations teamQualifications:• Proficient in Advance Excel and Reporting tools and Software• Ability to Partner and Collaborate with other team members -Excellent interpersonal & communication skills• 2 - 4 Years in the relevant area of expertise• Associate's Degree Or Equivalent work experienceOur flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC , Chicago, IL, Quincy, MA, Carlisle, PA, Scarborough, ME, Hyattsville, MD and Mauldin, SC.Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. When considered together, the companies of Ahold Delhaize USA comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, serving millions of omnichannel customers each week.Job Requisition: 391382_external_USA-MA-Quincy_882024