Ahold Delhaize USA · 3 days ago
Coord Customer Care QA Trainer
Quincy, MA
Full-time
Hybrid
Entry, Mid Level
2+ years expAhold Delhaize USA is a division of a global food retailer and is seeking a Coord Customer Care QA Trainer to enhance the performance of customer support agents. The role involves providing training, conducting quality assurance checks, and analyzing training needs to ensure agents meet performance expectations.
GroceryRetailSales
Responsibilities
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 team
Qualification
Required
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 experience
Benefits
Flexible/ hybrid work schedule
Total wellness, which encompasses a blend of physical, financial and emotional wellness
Diversity, Equity, Inclusion and Belonging
Company
Ahold Delhaize USA
Ahold Delhaize USA provides retail media solutions for brands to advertise to grocery shoppers across ADUSA brands using data-driven tools.
10001+ employees
H1B Sponsorship
Ahold Delhaize USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (24)
Funding
Current Stage
Late StageRecent News
2025-12-30
Access to Nutrition Initiative
2025-11-07
Company data provided by crunchbase