Analyst, Contact Quality Monitoring

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.

THE OPPORTUNITY

As an Analyst, Contact Quality Monitoring, you will collaborate with internal and external team members and partners to identify opportunities, provide feedback, implement best practices, and support an excellent guest and employee experience. This role is responsible for monitoring contacts to assess team performance and provide feedback. In conjunction with Operations Managers, Technical Writers, and Trainers, you will work to define and uphold the standards of our support centers.

WHAT YOU’LL DO

• Strong candidates are motivated by what they can achieve, growth they could experience, and how they will impact the company.
  
• Review contact center agent work across multiple channels to assess quality by agent, by evaluator, and by team, providing feedback and recommendations.
  
• Create reports for support center managers to direct coaching efforts.
  
• Drive individual quality analysis accessible to each agent and contact center leader for their results and scores.
  
• Proactively identify and communicate patterns or opportunities in contacts. Partner with operations and training to implement process improvement.
  
• Host and lead Quality calibration calls with internal and external business partners, providing feedback, recognition, and recommendations.
  
• Actively support new/changing business initiatives.
  
• Partner with business process outsourced (BPO) teams to drive improvements in Quality by identifying trends and opportunities.
  
• Contribute to a quality monitoring dashboard to identify trending scores for individuals and teams.
  
• Contribute to monthly impact summary report for support center managers, summarizing ticket quality analysis, and identifying situations to improve service.
  
• Collaborate with training and technical writing teams to champion quality standards during training and mitigate contact volume to support centers.
  
• Oversee BPO quality evaluators� productivity and accuracy to ensure standards are met
  
• Review knowledge resources to provide feedback to Technical Writers.
  

WHAT YOU’LL BRING TO THE TABLE

• High school diploma or general education degree (GED) required.
  
• Bachelor's Degree (BA/BS) from 4-year college or university preferred.
  
• 1-3 years of experience as a trainer, coach, or training facilitator, preferably in a contact center environment.
  
• Familiarity with customer contact support systems, customer management systems, restaurant systems (i.e., Point-of-Sales systems), IT systems, etc., preferred.
  
• Strong communication skills, with the ability to organize, present, and articulate ideas both verbally and in writing.
  
• Effective and credible presentation and facilitation skills in both individual and large-group settings.
  
• Performance management experience preferred, including the ability to provide balanced feedback and navigate difficult conversations.
  

PAY TRANSPARENCY

A reasonable estimate of the current base pay range for this position is $54,000.00-$69,000.00. 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 for more details.

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 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 in North America and Europe. With 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

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.comif 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.