Offer summary

Qualifications:

2+ years experience in a global customer care team, preferably at Hellofresh., Exceptional analytical skills with a focus on quality and customer care metrics., Strong attention to detail and ability to multitask in a fast-paced environment., Excellent English communication skills, both written and spoken. Proficient in Google Suite and knowledgeable in data platforms like Tableau..

Key responsabilities:

Monitor and analyze customer care quality metrics to identify knowledge gaps.

Drive continuous improvement initiatives and suggest enhancements to quality processes.

Collaborate with internal and external stakeholders to ensure quality standards are met.

Support site teams in aligning with quality objectives and assist in quality improvement projects.

Job description

Role: Global Quality Management Coordinator

Main purpose of the job

The Global Quality Management Coordinator is responsible for ensuring the effectiveness of quality processes within BPO Quality Assurance teams. This role involves monitoring and analyzing customer care quality metrics, identifying knowledge gaps, and driving continuous improvement initiatives. By collaborating with internal and external stakeholders, the coordinator ensures that quality standards are consistently met and embedded within global operations.

Responsibilities and Duties

Identify and address quality knowledge gaps and misalignments through BPO Quality Assurance activities.
Continuously monitor and analyze customer care quality metrics, defining and implementing improvement actions as needed.
Evaluate the effectiveness of quality processes and proactively suggest enhancements.
Provide ongoing support and follow-ups with site teams to ensure clarity, alignment, and focus on quality objectives.
Assist in driving quality improvement projects.
Collaborate with the Quality Management team to review market performance, track progress, and discuss action plans.
Build and maintain strong relationships with BPO Quality teams, embedding quality best practices and identifying opportunities for continuous improvement.
Take on additional tasks or responsibilities as required by the business.

Qualification and Skills

2+ years experience in a global customer care team at Hellofresh
Experience in measuring, analyzing, and tracking quality and customer care metrics
Exceptional analytical skills
Ability to multitask and successfully operate in a fast-paced environment.
Must adapt well to change and successfully set and adjust priorities as needed
Able to identify improvement opportunities and easily translate them into actions
Strong attention to detail with a focus on timelines and tangible goals.
Excellent English communication skills in writing and speaking
Values teamwork and partnerships at their site to gain buy-in and collaboration
Proficient in using Google Suite. Preferably knowledgeable in data platforms such as Tableau and DataGamz.