Improvement & Impact Supervisor

The Customer Experience Improvement and Impact Supervisor is responsible for guiding Customer Experience Training and Quality Specialists to achieve their goals and monitoring training and QA program execution. The Customer Experience Improvement and Impact Supervisor acts as a liaison between specialists supervisors and managers to communicate feedback and company insights implement positive improvements and actively resolve conflict; setting team culture through example. The individual in this role is expected to embody the core Home Chef competencies.

Detailed Responsibilities

Performance appraisals feedback and coaching:

• Guide lead and manage a team of quality and training specialists.
• Invest time in providing professional development opportunities for direct reports.
• Document communications regarding attendance behavior and performance of specialists providing feedback where necessary.
• Assist in design and communication of changes in internal policy and/or our service to the entire customer experience team.
• Conduct quarterly QA score analysis and calibration.
• Utilize metrics and data reporting to drive performance.
• Create and maintain a positive culture among our team.
• Hold Training and QA Specialists accountable to deadlines so that associates are provided with the resources they need to be successful and full team KPIs are always up to date.

Structural Maintenance and Improvements to Training and Quality Assurance Programs

• Plan Ad Hoc Meetings to address structural concerns and improvements.
• Use training and QA performance data to identify themes and execute new improvement initiatives as a result.
• Research training and quality assurance tools and best practices.
• Own value additive cross-functional projects and facilitate successful specialist-to-partner relationships.
• Directly address escalated customer tickets received from Team Leads.

Knowledge base Content Management:

• Manage quarterly review process to ensure our internal content and resources (template responses ticket tags) and customer facing resources (FAQs bot flows) are up to date and clearly understood.
• Manage ad-hoc updates to our internal and customer facing content for major changes to the Home Chef site or product. Communicate changes to resources to the team.

This position requires annual travel.

Qualifications

The requirements listed below are representative of the knowledge skill and/or ability needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.

• Completion of a two-year program such as an Associate degree (required)
• Completion of a four-year degree program in a related field such as a Bachelors degree (preferred)
• 1 years experience as a lead or supervisor in a call center/training/quality assurance environment.
• Highly proficient in Zendesk or other CS Ticketing software
• Ability to lead by example and motivate a team
• Proven problem solving skills and positive attitude
• Proven to excel at research and ability to identify & quantify trends
• Basic google suite proficiency (sheets slides docs)

More About Us

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