Analyst, Contact Quality Monitoring (23018401)
CULTIVATE A BETTER WORLD
Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.
As an Analyst, Contact Quality Monitoring, you will work with support center team members to provide feedback, implement best practices, and support an excellent guest and employee experience. The Contact Quality Monitoring team monitors tickets and calls across the support centers to understand and assess support team performance. In conjunction with support center people managers, technical writers, and trainers, you work to define the standards of support for our support centers.
WHAT YOU'LL DO
In addition to following and supporting Chipotle's policies and procedures, principal accountabilities include, but are not limited to:
Review call center agent tickets and calls to assess quality by agent.
Provide feedback and coaching to agents following monitoring.
Create reports for support center managers to provide additional coaching, as needed.
Contribute to individual quality analysis reports accessible to each agent for their results and scores.
Contribute to a quality monitoring dashboard to identify trending scores for individuals and teams.
Contribute to the monthly impact summary report for support center managers, summarizing ticket quality analysis, and identifying situations to improve service.
Partner with training and technical writing teams to champion quality standards during training and mitigate call volume to support centers.
Review knowledge resources to provide feedback to technical writers.
WHAT YOU'LL BRING TO THE TABLE
Strong communication skills, with the ability to organize, present, and articulate ideas both verbally and in writing; the ability to demonstrate effective and credible presentation and facilitation skills, in individual and large-group settings.
Performance management experience preferred, including the ability to provide balanced feedback, navigate difficult conversations, and collaborate with others.
Ability to work a flexible shift required, including evenings and weekends.
Familiarity with customer contact support systems, customer management systems, restaurant systems (i.e., Point-of-Sales systems), IT systems, etc., preferred.
An ability to learn new systems and technology quickly.
1 - 3 years' experience as a trainer, coach, or training facilitator, preferably in a call center environment.
High school diploma or general education degree (GED) required.
Bachelor's Degree (BA/BS) from 4-year college or university preferred.
WHO WE ARE
Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has over 3,000 restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants. Chipotle is ranked on the Fortune 500 and is recognized on the 2022 list for Fortune's Most Admired Companies. With over 100,000 employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit www.chipotle.com
A reasonable estimate of the current base salary range for this position is $51,000 to $66,000. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit https://jobs.chipotle.com/benefits
Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply.
Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.com if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests .
Primary Location: Ohio - Columbus - 8890 - 500 Neil Ave-(08890)
8890 - 500 Neil Ave-(08890)
500 Neil Ave