{"tool":"get_job","result":{"requisitionId":"535230_internal_USA-PA-Carlisle","client":"INTERNAL Ahold Delhaize USA - PROD","title":"Coordinator I Customer Care QA Trainer","description":"Category/Area of Expertise: Internal Training & Continuous Improvement
Job Requisition: 535230
Address: USA-PA-Carlisle-1149 Harrisburg Pike
Store 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 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.
Primary Purpose
Supports the Omnichannel Service Center by delivering engaging training programs, evaluating agent-customer interactions through quality assurance, and providing performance insights that help improve agent effectiveness and the overall customer experience. This role partners with leadership to reinforce operational standards, identify development opportunities, and promote consistent service excellence.
Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. This position can be based in one of our offices located in Salisbury, NC, Chicago, IL, Scarborough, ME, Quincy, MA, Carlisle, PA, and Hyattsville, MD.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties & Responsibilities
- Facilitate instructor-led training for new hires, refresher courses, process updates, system enhancements, and new program launches.
- Deliver engaging classroom and virtual learning experiences that promote knowledge retention and associate success.
- Complete post training quality evaluations of agent-customer interactions across calls, cases, and digital channels using established quality standards.
- Maintain and distribute Quality Assurance scorecards and performance reporting to support coaching conversations and performance management.
- Analyze quality results and identify trends, knowledge gaps, and opportunities for targeted coaching or additional training.
- Monitor new hire performance throughout onboarding and early production, identifying associates who may require additional support and communicating observations to leadership.
- Create and administer post-training surveys and assessments to evaluate training effectiveness and identify opportunities for improvement.
- Stay current on policies, procedures, systems, and operational updates to ensure training delivery and quality evaluations remain accurate and consistent.
- Assist leadership by researching customer interactions, identifying trends, and providing supporting data for operational reviews and continuous improvement initiatives.
- Serve as a subject matter expert by answering questions and reinforcing best practices related to customer interactions, processes, and quality expectations.
- Support additional training, quality, and operational excellence initiatives as assigned.
Qualifications
- 2-4 years of experience in customer service, training, quality assurance, coaching, or a related field.
- Associate degree or equivalent relevant work experience.
- Strong analytical and organizational skills with proficiency in Microsoft Excel and reporting tools.
- Excellent presentation, communication, and interpersonal skills.
ME/NC/PA/SC Salary Range: $23.58 - $35.37
IL/MA/MD/NY Salary Range: $27.08 - $40.62
Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.
Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.","department":"General","departmentId":"65735d25c7643f0030358067","employmentType":[{"value":"Full Time"}],"datePosted":"2026-07-16T00:00:00.000Z","applyUrl":"https://aholddelhaizeapply.appvault.com/internal/home?jobId=535230&company=Ahold Delhaize USA Services, LLC","attributes":[""],"recruiterAssigned":null,"address":[{"city":"Carlisle","state":"PA","country":"USA","zipCode":"","address1":"","location":{"type":"Point","coordinates":["",""]}}],"city":"Carlisle","state":"PA","zipCode":"","country":"USA","salaryMin":"NaN","salaryMax":"NaN","salRateType":null,"brandId":1037379,"createdAt":"2026-07-16T00:00:00.000Z","updatedAt":"2026-07-16T18:48:19.877Z"},"summary":"Job details for Coordinator I Customer Care QA Trainer"}