Senior Quality Assurance Specialist

Job Overview:

The Senior Escalation Specialist is responsible for leading the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes for high-level consumer issues. This role requires strong leadership in escalation and complaint management, exceptional communication skills, and a proactive approach to customer advocacy and process improvement.

Key Responsibilities

Escalation & Complaint Management

• Lead and manage the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes.
• Monitor escalation trends and perform internal reviews to assess potential risks, quality concerns, or recurring issues.
• Partner with internal stakeholders-including Legal, Quality, and Brand teams-to handle sensitive or high-risk consumer issues.
• Track the status of consumer samples, coordinating with facility quality managers to ensure accurate and empathetic customer communication.
• Develop and execute resolution strategies that balance customer satisfaction with company standards and policies.

Leadership & Guidance of Call Center Agents

• Provide leadership and support to call center agents by delivering guidance, training, and coaching on escalation procedures to ensure consistent application of company policies.

• Serve as a resource for agents when handling complex or high-risk consumer issues, offering guidance and feedback to improve escalation outcomes.
• Foster a collaborative environment that encourages professional development and adherence to best practices in escalation handling.

Knowledge Management & Training

• Facilitate ongoing refresher training and communicate updates related to processes, systems, and policies.
• Collaborate with internal teams to ensure accuracy and accessibility of public-facing knowledge base content and customer-facing communications.

Data Analysis & Reporting

• Collect and analyze data related to consumer contacts and escalations, delivering insights to leadership to inform decision-making and strategy.
• Identify trends in service quality, customer satisfaction, and recurring issues to improve internal processes and enhance the customer experience.
• Serve as a liaison between the call center and internal departments to ensure customer feedback is effectively integrated into operational processes and product quality initiatives, supporting cross-functional alignment and data-driven strategy execution.

Total Rewards:

• Salary Range: $76,400-110,000
• Actual placement within the compensation range may vary depending on experience, skills, and other factors
• Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement
• Annual bonus based on performance and eligibility

Requirements:

• Over 5 years of experience in customer service or contact center environments, including 2+ years in a leadership role providing guidance and support to teams

• Proven ability to manage escalated customer interactions with professionalism, empathy, and sound judgment.
• Experience supervising or coaching call center agents, including training on escalation guidelines.
• Detail-oriented with a commitment to operational excellence and continuous improvement.
• Strong written, verbal communication and conflict resolution skills, with the ability to collaborate across functions and influence outcomes.
• Proficiency in Microsoft Office (especially Excel) and CRM tools.
• Experience developing training materials and using LMS platforms is a plus.
• Bachelor’s degree in business, Communications, or a related field preferred.

Company Overview:

Keurig Dr Pepper (Nasdaq: KDP) is a leading beverage company with more than 150 owned, licensed and partner brands that meet a wide range of needs and occasions. Our North American refreshment beverage business holds leadership positions across carbonated soft drinks, water, juice and mixers with a portfolio of iconic brands such as Dr Pepper®, Canada Dry®, Mott’s®, A&W®, Peñafiel®, GHOST®, 7UP®, Snapple®, Clamato® and Core Hydration®. Our global coffee business spans more than 100 markets and includes the leading Keurig® single-serve brewing system in the U.S. and Canada, along with powerhouse brands such as Peet’s, L’OR and Jacobs, and other regional coffee leaders. Our more than 50,000 employees aim to enhance the experience of every beverage and coffee occasion while making a positive impact for people, communities and the planet.

We strive to be an employer of choice, providing a culture and opportunities that empower our team to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.

Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation and growth. Will you join us?

Keurig Dr Pepper is an equal opportunity employer and recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law

A.I. Disclosure:

KDP uses artificial intelligence to assist with initial resume screening and candidate matching. This technology helps us efficiently identify candidates whose qualifications align with our open roles. AI does not make hiring decisions; all decisions throughout the hiring process are made by talent acquisition team members. If you prefer not to have your application processed using artificial intelligence, you may opt out by emailing your resume and qualifications directly to [email protected] in lieu of clicking Apply. Please include the job title and location or Job ID # in the email subject line in order for your email application to be considered.