ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE

Join Our Community of Food People!

This position has been segmented "Remote Anywhere" meaning the work is completed 100% remote anywhere in the U.S. except Hawaii or United States Territories.

BECOME A US FOODS® ASSOCIATE!

Ready to build a career with a company that’s leading the foodservice industry?

We help YOU make it! 

Benefits: Full US Foods Benefits - DAY 1!

medical, dental, vision, 401K, life insurance, and much more!

US Foods is one of the largest food distributors with a culture and history of promoting from within, excellent training programs and a continuous improvement focus.  

ESSENTIAL DUTIES AND RESPONSIBILITIES  

Leadership & Operational Excellence (40%)

Oversee quality assurance standards for internal and external teams, ensuring alignment with organizational goals.

Manage QA SLAs, ensuring transparency by monitoring and meeting service levels.

Act as the escalation point for QA service issues by researching to root cause and partnering with the team to driving problem-solving and corrective actions.

Facilitate smooth QA process transitions from planning to steady state through clear communication of performance metrics.

Ensure Customer Contact Trainer Lead(s) are effective by regularly evaluating their performance, providing feedback, setting goals, developing training plans, and conducting performance reviews.

Partner with Learning and Development team on overall training strategy to ensure appropriate execution of the defined training curriculum and any ad hoc training to be scheduled.

Apply industry best practices to boost operational performance and efficiency.

Quality Assurance & Service Delivery Oversight (30%)

Develop and monitor QA standards and processes using NICE QA and NICE Real-Time Interaction Analytics tools to develop a strategy for providing consistent service delivery through AI-driven insights and real-time coaching, and drive continuous improvement in service quality by aligning the tools with organizational goals.

Manage QA processes for internal and external teams, focusing on high-quality service delivery through root cause analysis and feedback.

Collaborate with teams to improve processes and ensure consistent service delivery aligned with quality goals.

Work with Salesforce administrators to manage CSAT surveys, analyze feedback, and drive service improvements.

Lead calibration sessions with internal directors, managers and external teams to ensure consistent evaluations.

Drive continuous service quality improvements by ensuring that training events and materials are relevant and accurate, monitor training delivery, evaluate program effectiveness, and identify areas for improvement.

Continuous Improvement & Process Optimization (20%)

Foster a culture of continuous improvement within internal and external teams.

Identify and implement QA process optimizations that enhance productivity, service quality, and cost-efficiency.

Analyze QA performance data and call trends to identify gaps and recommend improvements through training program development and execution with Customer Contact Trainer Lead(s).  

Streamline QA workflows and ensure measurable results from process improvements.

Business Partnership Management (10%)

Build strong relationships with internal and external teams to align with business and service objectives.

Serve as the main contact for service-related issue resolution with third-party providers.

Collaborate on integrating new QA processes, ensuring efficiency and value.

Manage stakeholder expectations by delivering regular performance updates on operational and service improvements.

Other duties as assigned by manager.

SUPERVISION:

Direct Supervision of Customer Contact Trainer Lead(s)

Indirect supervision of 85 external Customer Contact managed services personnel.

RELATIONSHIPS

Internal: Customer Contact personnel, leadership and peers.

External: Manage the relationship with NICE and Accenture, interacting with various levels of client services and management. 

WORK ENVIRONMENT

Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.

MINIMUM QUALIFICATIONS

3+ years in a quality assurance role experience in multi-call type contact center environment required.

One (1) year of management and leadership experience required.

Prior experience working with multi-level stakeholders.

Previous experience using quality monitoring systems required.

EDUCATION

N/A

CERTIFICATIONS/TRAINING

N/A

LICENSES

N/A

PREFERRED QUALIFICATIONS

3+ years in a service delivery, quality assurance, or operations management role in an omni-channel contact center environment.

Proficiency with Nice InContact QM, Salesforce, and other contact center or CRM platforms.

Proven experience leading teams, managing transitions, and driving performance improvements.

Strong written and verbal communication skills, with the ability to provide clear feedback, manage escalations, and report on key performance metrics.

Strong root cause analysis and problem-solving skills, with the ability to implement corrective actions and prevent future service failures.

Ability to drive a culture of operational excellence through continuous improvement initiatives and stakeholder engagement.

Ability to present detailed information effectively to groups and individuals.

Strong proficiency with MS Office (Excel, Word, Access, Outlook and PowerPoint).

Ability to prioritize workload, meet deadlines and follow through on commitments.

Ability to interpret data and translate into actionable steps.

Team player who collaborates well with others at all levels.

Ability to work independently and in a collaborative manner, demonstrating business maturity in conduct of daily activities.

Ability to work calmly under pressure with limited oversight.

Ability to learn new processes and technology while working in a changing environment.

PHYSICAL QUALIFICATIONS

OCCASIONALLY: 1% - 33 / FREQUENTLY: 34% - 66% / CONTINUOUSLY: 67% - 100% or NEVER

JOB REQUIRES WORKER TO: FREQUENCY:

STAND: OCCASIONALLY

WALK: OCCASIONALLY

DRIVE: NEVER

SIT: FREQUENTLY

LIFT

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

CARRY

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

PUSH/PULL 1: NEVER

CLIMB/BALANCE: NEVER

STOOP/SQUAT: NEVER

KNEEL: NEVER

BEND: NEVER

REACH ABOVE SHOULDER: OCCASIONALLY

TWIST: OCCASIONALLY

GRASP OBJECTS 2: OCCASIONALLY

MANIPULATE OBJECTS 3: FREQUENTLY

MANUAL DEXTERITY 4: CONTINUOUSLY

1 (Push/Pull: Dolly, cartons and boxes)

2 (Grasp Objects: Boxes and cartons)

3 (Manipulate Objects: Boxes and dolly)

4 (Manual Dexterity: Typing, use of office machines such as copiers, printers)

Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law.  The expected base rate for this role is between $65k and $100k.

This role will also receive: annual incentive plan bonus, incentive compensation, long-term incentive program, shift differential etc.>> ​

​Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html.

***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***