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.

• 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.

• Salary Range: $76,
• 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

• 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.

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…