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.

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.

The QA Analyst II contributes to ensuring that manufacturing operations are uninterrupted by providing quality results within service level timelines. Investigate and support Customer Complaint investigations for timely resolution. Support innovation and continuous improvement through adopting new product and new technology for improved efficiency.

What You’ll Do for Us

• Performs testing, reagent preparation and appropriate documentation to support the QA release of ingredients, in process and finished products for manufacturing support.
• Perform out of specification investigations.
• Perform / Ensure material release in SAP.
• Assist customers to resolve material issues eg. block / unblock, SLE’s, STO’s
• Adhere to laboratory SOP’s.
• May perform method development and / or validation.
• Process owners for specific areas / activities within the laboratory to ensure compliance to specific regulatory requirements.
• Provide and contribute to organizational metrics that lead to enhanced audit organization/system performance. Ensures all relevant information is captured accurately and entered in a timely manner into the company’s on-line reporting and data warehouse system.
• Assesses and provides feedback on the quality of corrective action plans to ensure the effective completion and mitigation of all risks and identifies manufacturing, procurement, and regulatory concerns.
• Continuously seeks insights and knowledge on industry trends and technology that will further improve the organizations value proposition and performance.  Utilizes subject matter expertise to participate in the review, development and enhancement of company standards, policies, and procedures.
• Leverages business relationships and influence leadership and operations to support, communicate and drive the execution of current and future program for regulatory compliance as well as provide technical expertise.

Qualification & Requirements

• Bachelor’s degree in Life/Health Science, Engineering, Chemistry, or related field is required, Master’s degree is preferred.
• At least 5 years of experience in Quality Assurance or similar technical field including at least 3 years working with manufacturing operations is a must with knowledge and application of concentrate and beverage base manufacturing processes.
• Qualified candidate must possess knowledge with the following systems: SAP, PICASSO, Clarity
• Must possess the ability to apply technical knowledge and establish credibility with highly technical audiences with the ability to break down or modify complex technical information as needed to communicate it orally or in writing to non-technical company staff.
• Must possess the ability to collaborate cross-functionally and coordinate efforts around process improvement, as well as the ability to analyze business processes and develop systems-based solutions that will improve current state.
• Knowledge of data in the Formula Management System, including reasonable value ranges and calculations origin, and the ability to recognize inconsistencies is needed.
• Knowledge of project management principles and the ability to apply these principles, tools, and techniques to develop/plan, manage or execute projects or work plans to ensure successful completion is needed.
• Experience with implementation and oversight of environmental and safety management systems such as ISO14000/18000 is needed.

What We Can Do for You

• Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.
• Innovative Technology:  We utilize and lead the market with our large supply chain network and state-of-art technology we use 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.

​This is not a Remote role and will require the incumbent to work a hybrid schedule (Tuesday & Thursday).

This position will support the global end to end Travel and Expense platforms and processes. The position reports to Global Travel Systems Manager and is located in Atlanta, GA.

What You’ll Do for Us 

• Manage travel operations externally hosted software as a service (SaaS) platform, responsible for the delivery and execution of day-to-day travel booking and reimbursement services and all related functionality, specifically,
• Ensures systems functionality availability, effectiveness, response time and resolution of any systems issues arising, including liaising with multiple internal peer groups
• Review of relevant metrics, reports and controls to ensure service delivery and other objectives are met
• Understand and provide input into end-user experiences and impact of process and systems and to other stakeholders
• Development, update and delivery of end-user training, support and other communications
• Execution of system-related tasks to maintain environment
• Resolution of simple process and system issues
• Help maintain a strong internal control environment, help drive T&E policy compliance and provide necessary reporting to drive savings and overall governance
• Generate audit reports to ensure compliance with policy, identify policy exceptions and fraud.
• Assist with Internal control and audit related matters
• Provide ad hoc reports to support business needs and requirements Help drive elevated associate experience,
• Delivery of service levels and satisfy user needs efficiently and effectively

Qualifications & Requirements 

• A minimum of 3 years of work related experience and a Bachelor’s degree
• Proficiency with MS Excel
• Strong verbal and written communication and relationship building skills
• Strong analytical and problem-solving skills within a production driven environment
• Attention to detail
• Ability to work across multiple levels within the organization
• Strong organizational, multi-tasking, and prioritization (time management) skills.

Preferred Qualifications

• Concur experience
• SAP experience or other ERP system experience
• Knowledge of finance controls

What We Can Do For You 

• Innovative Technology:  We utilize and lead the market with our large supply chain network and state-of-art technology we use each day. 
• Experiences: A global organization and the opportunity to learn and grow. 
• Compensation & Benefits: Competitive benefits package that start on day one of employment 

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.

Our vision is to craft the brands and choice of drinks that people love, to refresh them in body & spirit. Our customers are important to us, and we want to help create value whether they are big corporate or local businesses. The Senior Technical Advisor position maximizes the value that myCoketech creates with Coca-Cola customers and field service technicians by eliminating service calls. This job provides efficient technical direction/resolution for fountain dispensers, and coolers over the phone, field service technician support, parts order processing for customers, and general phone inquiries of a technical nature. Additionally, the Senior Technical Advisor exists to minimize customer downtime and reduce service costs, providing support 365 days per year, 24 hours per day.

TELEWORK: High-Speed Internet service is required and an isolated environment within your home that removes all distractions and provides the professional experience for our customers as expected. Ability to work in a telecommuting environment being self-driven and self-motivated by retaining two weeks of systems training, process training, and the ability to work virtually.

What You’ll Do for Us

• Troubleshoot equipment issues (e.g., Freestyle; ice-combo; drop-in; counter-electric; juice; coffee, etc.) via telephone/video to minimize customer downtime and reduce/avoid service expenses.
• Diagnoses mechanical/electrical problems using technical drawings/schematics and diagnostic tools (e.g., laptop, NOCTIS, etc.)
• Creates/maintains cases, work orders, records, logs, and other written or computer-based documents according to established procedures.
• Documents all information relating to customer support issues in CRM (Thirsty).
• Assists in the development of specific technical and training documentation.
• Assists other technicians in the repair and maintenance of equipment.
• Performs preventive maintenance and repairs on beverage dispensing equipment and ancillaries according to safety and quality procedures.
• Researches and resolves issues for customers, business partners, and Company associates to expedite service, installations, or orders using information systems (e.g., Thirsty, Genesys, Freestyle support systems, etc.)

Qualifications & Requirements

• High school diploma; GED equivalent
• At least 3+ years of experience in a customer service or technical support role

Equipment Installation Requirements

• Knowledge of equipment installation requirements (e.g., electrical power, water, drain, airflow, space requirements).
• Knowledge and application of dispensing equipment installation principles.

Technical Skills

• Knowledge of the Customer Communications software systems requiring “basic” to “advanced” computer skills with capabilities to navigate multiple systems.
• Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer.
• Knowledge and understanding of basic heating and refrigeration principles. Includes basic knowledge of existing technologies and ability to apply them to the Company's business.
• Knowledge of basic electricity (e.g., amperage, voltage, current). Includes the ability to detect, assess and appropriately safeguard against potential electrical problems.

Preferred Additional Skills

• Strong emphasis on candidates with experience in Freestyle platforms and National Food Service customers (McDonald's, Burger King, etc.) requiring advanced troubleshooting skills.
• Due to the nature of very diverse business bilingual associates speaking Spanish are encouraged to apply.

Base Salary:  $70,400 to $84,000

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.