Quality Assurance Analyst

 

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The Quality Assurance Analyst utilizes established methodologies to record, monitor and evaluate agent-customer and/or consumer interactions across the sales, service, and support functions of the contact center. They use the results of real customer interactions to provide feedback and coaching documentation to assist leaders with the targeted development of their individual team members. The Quality Assurance Analyst is responsible for supporting continuous quality improvements and ensuring a consistent, high-quality experience for our customers. Their main objective is to identify areas for improvement, provide actionable feedback, and enhance the overall customer experience. The position reports to the Manager, Workforce Engagement Management & Quality Assurance and provides support for Sales, Service and Support teams.

KEY ROLES AND RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO

• Evaluate agent performance daily by listening to and evaluating recorded calls, live calls, or other customer interactions (such as chats, emails, or social media) for adherence to quality standards, company policies, and best practices.
• Developing and implementing quality monitoring processes, tools, and performance metrics to track agent performance, identify trends, and drive continuous improvement.
• Assisting with trend reporting to identify best practices and development areas.
• Collaborating with other departments, such as training and operations, to share insights and recommendations for improving overall quality and customer and/or consumer satisfaction.
• Communicate with leaders and provide constructive feedback needed to properly document agent performance.
• Conducting regular monthly calibration sessions, recommending corrective actions, and evaluating the effectiveness of implemented fixes.
• Establish an on-going process to maintain an even and consistent delivery of evaluations and feedback utilizing the tools and reports available.
• Validate teams' alignment to ensure completion of weekly and monthly productivity goals.
• Identifying and escalating systemic issues that require additional attention or resolution.
• Staying up-to-date with industry best practices, trends, and tools to enhance overall quality assurance processes within the contact center environment.

EDUCATION

High School Diploma, (Bachelor's degree preferred), Business/Quality/Process Improvement

EXPERIENCE

• 3- 5 years previous call-center experience.
• Experience coaching and providing feedback to members of a diverse workforce.
• Two years’ experience in quality position preferred with large call center environment utilizing quality recording software.
• Knowledge of relevant industry standards and regulations.
• Proficiency in using call center software, recording tools, and data analytics platforms.

COMPETENCIES

• Attention to detail and the ability to meet strict deadlines.
• Computer/technical skills.
• Effective verbal and written communication skills and excellent interpersonal skills enabling effective, respectful interactions with team members and stakeholders.
• Ability to effectively provide constructive feedback.
• Adaptability and flexibility in a dynamic work environment.
• Willingness to acquire knowledge on new technologies/process to solve quality problems.
• Able to work independently, self-directed and solutions oriented.

TECHNICAL KNOWLEDGE AND SKILLS

• Strong understanding of call-center quality applications (such as Genesys, Verint, Nice etc.)
• General understanding of contact center operations, technologies, and customer service best practices.
• Proficient MS Office skills (Outlook, PowerPoint etc.)

Base Salary: $60,200 to $74,100

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, are offered.

What We Can Do For You

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.

Our Purpose and Growth Culture:
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.

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