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Call Administrator, Quality Assurance

2 months ago

Brampton, Canada Coca-Cola Canada Bottling Limited Full time

**About Us**:
**_
Proudly Canadian and Independently Owned, We are Coke Canada._**

Coke Canada Bottling is Canada's premier bottling company. We are an independently owned business encompassing over 5,800 associates, more than 50 sales and distribution centres, and five production facilities nationwide.

We have a 120-year heritage of manufacturing, marketing, selling, and distributing the major branded ready-to-drink products Canadians love.

We pride ourselves on building diverse and sustainable relationships with our customers,consumers, stakeholders, and communities through our shared values: lead with anentrepreneurial mindset, collaboration, integrity, accountability, quality and safety.

Our brands include: Coca-Cola®, Diet Coke®, Coca-Cola® Zero Sugar, Coca-Cola Life, Sprite®,Fanta®, Barq's®, NESTEA®, POWERADE®, Minute Maid®, DASANI® and vitaminwater®; and our partner brands: Canada Dry®, Monster Energy®, and A&W®.

**About This Opportunity**:
This is a hybrid position, 2 days in office, 3 days working form home.

**Responsibilities**:

- 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.
- 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.

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