Georgia Employer QUALITY ANALYST - R-11024 in Alpharetta, Georgia

Relocation Provided: Job Posting End Date: April 20, 2018 Job Profile: 30017587 - Customer Service Rep IV Company: 0101 Coca-Cola North America Grade: 07 Function: Supply Chain Role: Level 7 Travel Required: Open for Referrals: Position Overview: The Quality Analyst utilizes established methodologies to record, monitor and evaluate agent-customer interactions. They use the results of real customer interactions to provide feedback and coaching documentation to assist supervisors with the targeted development of their individual team members. The Quality Analyst is responsible for supporting continuous quality improvements and ensuring a consistent, high quality experience for our customers. Its an exciting time to work in The Coca-Cola Companys flagship market. Were accelerating our momentum as the fastest-growing large consumer goods company in North America by putting people at the heart of our business and everything we do whether were innovating to give consumers the drinks and packaging sizes they want, or building our eCommerce capabilities. People are our focus when were collaborating with our diverse network of locally-connected bottling partners, and when were returning every drop of water we use to communities and nature. And people with the different backgrounds, skills and perspectives they bring to our workplace are helping transform our business, one big idea at a time. We empower our employees to challenge the status quo, make bold recommendations, experiment and adapt, so we can grow together and make a great business even better. Function Specific Activities: POSITION ACTIVITIES AND TASKS Evaluate agent performance daily by monitoring and documenting calls Provide feedback to agents on all evaluations to produce successful results. Communicate with supervisors and provide feedback needed to properly document agent performance. Assist with trend reporting to identify best practices and development areas. Attend and participate in agent team meetings as required. Attend and participate in calibration sessions for all departments. 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. EDUCATION LEVEL REQUIRED High School Diploma EDUCATION LEVEL PREFERRED Bachelor's degree preferred, Business/Quality/Process Improvement COMPETENCIES Attention to detail Listening Computer/technical skills Ability to effectively provide constructive feedback Planning/organizing and documenting Flexibility in a dynamic work environment Team focus Passionate about customer service Personal reliability Willingness to acquire knowledge on new technologies/process to solve quality problems. Able to work independently, self-directed and solutions-oriented. Effective verbal and written communication skills and excellent interpersonal skills. ADDITIONAL COMPETENCIES PREFERRED Bi-lingual (English & Spanish) EXPERIENCE REQUIRED Call-center experience Experience coaching and providing feedback to members of a diverse workforce EXPERIENCE PREFERRED 1 year experience in quality position in a large call center environment utilizing quality recording software (NICE, Genesys) Bi-lingual (English & Spanish) Call-center agent experience TECHNICAL KNOWLEDGE AND SKILLS Strong understanding of call-center quality applications (NICE/Genesys preferred) General understanding of other call-center technologies Proficient MS Office skills (Outlook, PowerPoint) Project management Genesys/Salesforce experience preferred Job Requirements: Education: High School or GED Years of Experience: Leadership Behaviors: DRIVE INNOVATION: Generate new or unique solutions and embrace new ideas that help sustain ourbusiness(encompassingeverything from continuous improvement to new product and package innovation). COLLABORATE WITH SY