Coca-Cola Canada Bottling Limited Hiring for Quality Assurance Administrator at Brampton, ON Full Time

Work Location – Brampton

Posting Locations – Brampton

Department – Business Process Team

Job Function – Customer Care and Inside Sales

Employee Type – Regular Employee FT Salaried

Shift/Hours –

About Us

Proudly Canadian and Independently Owned, We are Coke Canada.

We are a family business that unites more than 6,000 employees working together to support one another, our customers, consumers and our communities. Our heritage of manufacturing, marketing, selling, and distributing Coca-Cola brand products, and other allied brands in Canada runs more than 120-years deep!

We are the face of Coca-Cola and its Partner Brands to Canadians. We produce and deliver the beverages and experiences that delight them at every occasion in their life. We are the bottler for an entire nation with a vision and commitment to becoming “the greatest” in our industry.

About our People

We believe our people are the DNA of our organization. With an unwavering commitment to do their best every day, we also share values which define how we work:

Safety First – For all of us safety is non-negotiable and must come first

Integrity – We nurture trust and keep our word

Accountability – we all take ownership and responsibility for our actions and the parts of the business that we impact

Quality – we focus on quality in every aspect of our business. Our products refresh families across Canada, including our own, so we work to deliver the best for them, every time.

Entrepreneurial – A mind set of being results focused, sharing improvements & innovations towards a better future

About you

If you often find yourself saying “this can be done” or are often questioning “is there a better way?” then Coke Canada has opportunities that will encourage you and your teams to step forward. We offer a variety of opportunities that will enable you to develop your skills, challenge yourself and progress your career.

About This Opportunity

The Quality Assurance Administrator, within the CSSC, is part of the Customer Excellence contact centre team. The candidate will work closely with the leadership team and with frontline employees to support and analyze of all types of customer interactions to provide the best customer experience.

Responsibilities

Evaluate and provide feedback on agent performance daily by monitoring and evaluating all types of customer interactions (calls, email, chats) for all CSSC workgroups (Inbound and Offline functions)

Trend reporting to identify best practices or areas of development and making recommendations to Leadership on ways to improve the quality model

Support the development of contact centre associates by providing feedback directly (virtually or in person) or through supervisors on various processes and procedures

Performs administrative duties such as report generation and analysis

Attend and participate in agent team meetings as requested

Coordinate and facilitate quality calibration sessions and QA clinics

Help with issue resolution by conducting research and directly responding to customers, supervisors, Inside Sales or Support teams, management, and Business Unit field teams.

Supports leadership in achieving department goals related to service level, adherence, after call work, and quality

Supports special projects as required

Qualifications

2 years customer service experience

Proven ability to communicate persuasively, effectively and in a professional manner

Proven ability to communicate effectively both verbally and in writing

Demonstrated ability to provide outstanding customer service

Demonstrated ability to successfully work independently and in a team environment

Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives

Strong attention to detail and time management skills

Demonstrated ability to understand policies/guidelines and use them as intended

Displays excellent time management skills and a proven ability to multi-task.

Demonstrates flexibility and takes the initiative when appropriate.

Demonstrates ability to use good judgment and make decisions quickly.

Proficient with PC applications, including MS Office shared mailboxes within MS Outlook.

Strong attention to detail and listening skills

Willingness to acquire knowledge on new technologies/process to solve quality problems.

Must be fluent in English- both written and oral, French is an asset

Important

Coca-Cola Canada Bottling Limited (CCCBL) is committed to creating a diverse and inclusive workforce. We have a number of programs and policies in place to support this goal.

For individuals with disabilities, accommodations are available upon request. Should you require an accommodation, please contact our Talent Acquisition Services team by calling 1-888-844-4223.

CCCBL requires applicants to undergo a background verification process prior to commencing employment with the company. Employment with CCCBL is contingent on the satisfactory completion of a pre-employment background check.

For more information about Coke Canada Bottling, please visit cokecanada.com