Quality Analyst II in Spartanburg, SC at Keurig Dr Pepper

Date Posted: 11/27/2019

Job Snapshot

Job Description



The AFH Technical Services Business Analyst will work with the Technical Services Team and AFH Sales and Marketing teams to generate, procure, and/or analyze scheduled and ad hoc service reports for the department and business partners, as well as support the technical team with brewer trainings, event support, and new product service plan development and support. The successful candidate will have the appropriate business area knowledge and demonstrated expertise in data analysis, business process documentation, requirements gathering, project management, and solution assessment and validation.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Reporting:
    • Responsible for all AFH Technical Services reporting needs. Execute and distribute summary reports to team manager on a weekly basis as needed and/or requested.
    • Procure necessary reporting and communicate cross-functionally with AFH Quality teams, and equipment project teams.
    • Perform detailed analysis and identify call trend patterns to help the business react to changing business conditions.
    • Identify data anomalies and perform root cause analysis to identify possible courses of corrective action.
  • Process Improvement / Project Management:
    • Act as Analyst for 3rd party support providers (Bunn, NGB) and manage all cross-functional dependencies with Business Development through the loaner program.
    • Conduct meetings and analysis to assess process efficiency with 3rd party service providers and seek growth and support opportunities as well as strategic synergies with other units of AFH.
    • Provide support for ongoing AFH Technical Services initiatives as-needed (such as brewer troubleshooting, brewer training, and in-field equipment support).
    • Assist in developing plans for growth to include more efficiencies, and driving cost reduction and better processing procedures (Customer Relationship Management (CRM), 3rd party, program plans).
    • Act as CRM analyst for Engagement Cloud service module. Liaise with Applications Development team and other cross-functional IT teams.
    • Conduct stakeholder interviews to gather and document reporting / project requirements.
    • Build, develop and grow business relationships with applicable stakeholders. o Effectively communicate expectations to team members and stakeholders in a timely and clear fashion.
    • Stay abreast of changes and improvements in relevant functions (Business Intelligence, Customer Service) and offer innovative ideas for improving processes and methodologies that would give our department a competitive edge.
    • Promote data accuracy and data integrity.


Requirements

QUALIFICATIONS:

  • Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field preferred
  • Minimum 4 years of experience in an analyst or coordinator role, managing Business Information focused on Service, Industry Standards, and emerging trends
  • Minimum 3 years' experience in CRM a plus
  • Fluent in supportive software including but not limited to:
    • Confluence, and SharePoint
    • Engagement Cloud, and Siebel CRM
    • SAP, Microsoft Visio, and all of Microsoft office with a focus in Excel
  • Demonstrated competency in the following leadership areas:
    • Customer Focus, Process Management and Dealing with Ambiguity
    • Acquires first-hand customer information and uses it for improvements in products and services; Establishes and maintains effective internal and external relationships
    • Can simplify complex processes; Knows what to measure and how to measure it; Knows how to organize people and activities
    • Can comfortably handle risk, shift gears comfortably, and effectively cope with change
  • PMP Project Management Certification a plus


Company Overview & EEO Statement

Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Plano, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig®, Dr Pepper®, Green Mountain Coffee Roasters®, Canada Dry®, Snapple®, Bai®, Mott’s® and The Original Donut Shop®. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.

Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/Females/Protected Veterans/Disabled

Candidates must be able to pass a background check and drug test, as applicable for the role.

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