Keurig Dr Pepper

Senior Quality Assurance Specialist

Keurig Dr Pepper • $76K — $110K *
Frisco, TX 75034In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Over 5 years of experience in customer service or contact center environments, with 2+ years in a leadership role.
  • Proven ability to manage escalated customer interactions professionally and empathetically.
  • Experience supervising and coaching call center agents on escalation procedures.
  • Detail-oriented with a focus on operational excellence and continuous improvement.
  • Strong communication and conflict resolution skills for cross-functional collaboration.
  • Proficiency in Microsoft Office, especially Excel, and CRM tools.
  • Experience in developing training materials and familiarity with LMS platforms is advantageous.

Responsibilities

  • Lead the intake and resolution of escalated consumer complaints for satisfactory outcomes.
  • Monitor escalation trends and conduct internal reviews to assess quality and risk concerns.
  • Collaborate with internal teams such as Legal and Quality to manage high-risk consumer issues.
  • Coordinate with facility quality managers to track consumer samples and ensure empathetic communication.
  • Develop resolution strategies that align customer satisfaction with company policies.
  • Provide coaching and training to call center agents on escalation policies and procedures.
  • Analyze consumer contacts and escalations to identify trends and inform strategic decisions.

Benefits

  • Medical, Dental, Vision coverage.
  • Disability insurance.
  • Paid Time Off, including parental leave, vacation, and sick time.
  • 401k plan with company matching contributions.
  • Tuition Reimbursement program.
  • Mileage Reimbursement for work-related travel.
  • Performance-based annual bonus eligibility.
Full Job Description
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.

About Keurig Dr Pepper

Keurig is a beverage company that offers a variety of K-Cup pods and single-serve coffee makers. The company provides iced coffee brewers, cappuccino, and latte makers.

Keurig Dr Pepper Careers

Join the vibrant team at Keurig Dr Pepper, a leading beverage company in North America, where innovation, leadership, and diversity thrive. As a powerhouse in the beverage sector, Keurig Dr Pepper offers a plethora of job opportunities that cater to a variety of skills and career aspirations.

Work You’ll Do

At Keurig Dr Pepper, every position contributes to the company's success, from brewing innovation to market leadership. Our team is committed to fostering a culture of growth and professional development, making our company a perfect place for those who are driven to excel in their careers.

Explore Career Paths

Whether you're looking for an internship, full-time employment, or a leadership role, Keurig Dr Pepper provides a dynamic environment where your career can flourish. We are dedicated to hiring talented professionals who are eager to drive our mission of delivering high-quality beverages to consumers globally.

Innovate and Lead

Join a team where innovation is at the core of everything we do. Keurig Dr Pepper is home to a diverse group of forward-thinking professionals who are not only experts in their fields but are also leaders who inspire change and growth within the industry.

Diversity and Inclusion

At Keurig Dr Pepper, we believe diversity fuels innovation. Our commitment to diversity training ensures that all team members have the opportunity to thrive and contribute their unique perspectives. We strive to create an inclusive workplace where everyone feels valued and empowered.

Benefits and Culture

Our employees enjoy a range of benefits that support both their professional and personal lives. At Keurig Dr Pepper, you will find a supportive culture that values networking, leadership development, and a work-life balance. We invest in our employees through comprehensive benefits packages and continuous professional development opportunities.

Join Our Team

Search for open positions that match your skills and interests. Keurig Dr Pepper is always on the lookout for passionate, curious, and innovative team players. Explore the exciting employment and internship opportunities available and find out how you can contribute to our community of dedicated professionals.

Stay Connected

Keep up to date with the latest company news, career tips, and industry insights—all from the people who work here. Personalize your experience by subscribing to job alert emails, tailored to your preferences, and discover the rewarding career opportunities that await at Keurig Dr Pepper.

Apply Now

Ready to take the next step in your career? Submit your resume, prepare for your interview, and join a company that’s as committed to your career growth as you are. At Keurig Dr Pepper, we’re not just filling positions—we’re building leaders.

Keurig Dr Pepper Jobs

With a commitment to innovation, leadership, and diversity, Keurig Dr Pepper is more than just a beverage company—it's a place where you can make a difference. Join us in our journey to refresh the world and make a lasting impact.
Learn more about Keurig Dr Pepper
Size
27,500 employees
Market Cap
$51 billion
Industry
Food & Beverages
Net Income
$1.3 billion
Founded
1990
5 Year Trend
+14.5%
Revenue
$11.6 billion
NASDAQ
KDP
* Ladders Estimates

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