Senior Quality Assurance Specialist

Keurig Dr Pepper•Frisco, TX

12d•$76,400 - $110,000•Onsite

About The Position

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.

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.

Nice To Haves

Experience developing training materials and using LMS platforms is a plus.
Bachelor’s degree in business, Communications, or a related field preferred.

Responsibilities

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.
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.
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.
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.