Team Leader, Quality Assurance, Chick-fil-A HELP

Job Description

Overview

Chick-fil-A, Inc. is a quick service restaurant industry leader and recently named America’s number one chicken chain. With 45 consecutive years of positive sales growth, Chick-fil-A has set itself apart by pioneering innovations and delicious products—including the ever-popular Chick-fil-A® Chicken Sandwich. Headquartered in Atlanta, GA, we offer the advantage of a personable work environment with a national brand reach.

The Corporate Services department at Chick-fil-A, Inc. provides support services to over 1300 corporate users as well as over 1,800 quick-service restaurants. As part of the Corporate Services department, the Service Desk team is responsible providing support to our Chick-fil-A Franchisees. They support the point of sale software and hardware, restaurant wifi, the financial software, labor scheduling application, mobile ordering, the kitchen production system, and many other technologies used by our franchisees.

Responsibilities

This key position is responsible for developing, implementing and overseeing the quality assurance call monitoring and feedback program for all HELP analysts. This key role leads the communication and reinforcement of required knowledge, behaviors and service excellence through call monitoring and feedback on executing the work and delivering services. Through ongoing call monitoring, analysis, and calibration, he/she is responsible for identifying opportunities to improve training and performance.

Responsibilities:

• Leads the Quality team as they perform random QA audits, performance evaluations and training as needed to ensure quality standards are met.
• Provides direction and coaching to individual members of the QA team
• Works with HELP training and the Operations leadership team to ensure that all SOPs are being followed
• Develops monthly QA reports for leadership.
• Understands the job functions of analysts and routinely shares ideas and perspectives which help improve overall team performance
• Partners with training team to improve programs based on QA assessments
• Works closely with the Leads, Nesting Coordinator and QA analysts to ensure they are identifying and coaching analysts who are struggling to meet the team’s KPIs.
• Consistently meets deadlines established by the Leadership team.
• Communicates effectively with the Operations Principal Lead and Team Leads.
• Maintains professional and technical knowledge by attending educational workshops and benchmarking state of the art practices.
• Takes on new responsibilities to meet changing business demands
• Hold regular one on one meetings with leads to reinforce the vision, common goals, individual goals, discuss performance and development strategies/plans.
• Recognize employees for exceeding expectations and/or creating remarkable experiences.
• Maintain high morale through education, communication, displaying interest in the analysts both professionally and personally.

Minimum Qualifications

• Bachelor's degree
• A minimum of 2 years experience working in a service desk environment
• 2 years of experience leading a QA and/or Training team
• Strong written and verbal communication skills
• Mentoring and team building expertise
• Excellent organizational, administrative and analytical skills.

Preferred Qualifications

• 3+ years of experience working in a service desk environment, preferably in a leadership position
• Knowledge of process improvement methodologies a plus.
• Intermediate proficiency level of Microsoft Office (Outlook, Word, Excel, Power-Point).
• Familiarity of various call monitoring software, including creation and execution of forms.

Minimum Years of Experience

Travel Requirements

Required Level of Education