What are the responsibilities and job description for the TOC QUALITY ASSURANCE ANALYST position at Dollar General?
At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive.
Company Overview
The TOC Quality Analyst is responsible for maintaining the highest standards of customer service within the Transportation Operations Center (TOC) through robust quality assurance (QA) program. This role ensures that TOC team members consistently meet service expectations and comply with established procedures by developing and delivering targeted training, monitoring case and call quality, and providing feedback and coaching. Working closely with the TOC Systems Support Lead, the Quality Analyst drives process improvements, contributes to the development of standard operating procedures (SOPs), and supports team members in skill development to enhance service quality and operational efficiency.
Job Details
Quality Assurance – 60%
• Conduct routine QA reviews for calls and cases to ensure compliance with TOC quality
standards and SOPs.
• Identify performance trends and opportunities for improvement, providing feedback to
promote service excellence.
• Provide one-on-one quality feedback to CSRs, CSAs, and Specialists to reinforce quality
standards.
• Serve as a knowledge resource for team members, guiding them on complex cases and
best practices.
Performance Metrics and Reporting – 20%
• Monitor QA performance metrics, analyzing data to identify strengths and areas for
improvement.
• Generate detailed reports on QA and training outcomes for TOC Customer Service
Supervisors review.
• Use data insights to enhance quality standards and refine training initiatives.
Process Improvement and Documentation – 20%
• Partner with cross-functional teams to review and document TOC processes, ensuring
alignment with quality standards.
• Identify areas for process optimization, contributing to SOP updates and process
enhancements.
• Ensure training materials and QA standards reflect current TOC procedures and best
practices.
Qualifications
Proven experience in quality assurance, training, or a similar role within an operations center.
• Strong organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
This job description represents an overview of the responsibilities for the above referenced position and is not intended
to represent a comprehensive list of responsibilities; an employee should perform all duties as assigned by his/her
supervisor.
• Proficiency with MS Office, 3CLogic and ServiceNow or similar knowledge base platforms.
• Excellent communication and interpersonal skills to deliver feedback effectively.
• A proactive attitude with a focus on creating a positive user experience and fostering a culture of
continuous improvement.
High school degree or GED required; associate degree preferred.
• Two or more years of customer service experience.
• One year of experience in a moderate to high-volume operations or contact center.
• Ability to work a flexible schedule as needed.