Quality Assurance Coach Line of Business Redbox
Coinstar / Redbox - Oakbrook Terrace, IL

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Redbox Automated Retail, LLC, a wholly-owned subsidiary of Coinstar, Inc. (NASDAQ: CSTR), offers new-release DVD, Blu-ray Disc®, and video game rentals through its network of conveniently located, self-service kiosks. Redbox has rented more than 2 billion discs and is available at more than 35,400 kiosks across over 29,000 locations nationwide, including select McDonald’s restaurants, leading grocery, drug and convenience stores, select Wal-Mart and Walgreens locations in select markets. For more information, visit www.Redbox.com . Information about Coinstar, Inc. can be found at www.coinstarinc.com .

Quality Assurance Coach

The primary responsibility of the Quality Assurance Associate will be to identify areas of improvement within the machine support group across all levels. The Quality Assurance Associate will be analyzing the daily work volumes and trends to help develop and improve on departmental processes. This position will also be involved with other departments in tracking and trending of projects and kiosk related issues.

Summary of Key Responsibilities :
  • Utilize data analysis techniques and queries to provide ad-hoc reports, analysis, and datasets based on business needs.
  • Perform quality assurance testing of systems and enhancements, including workflows.
  • Work directly with machine support staff and field personnel to establish and enforce effective processes and procedures conducive to quality machine performance.
  • Assists in establishing standards for performance and monitors areas against standards, recommending and implementing changes when necessary.
  • Communicates, interprets, and ensures compliance with redbox policies, procedures, and goals.
  • Coach Level 1 agents toward improved performance, identify trends, provide constructive feedback, and provide timely communication to Supervisor.
  • Interface with the redbox store operations and marketing teams to resolve service issues.
  • Supporting Service Level Agreements (SLA)
  • Finds and Implements Solutions to Problems
  • Telephone Skills
  • Intermediate to Advanced Microsoft Office user
  • Must be able to work weekends and/or evenings
  • Determine key performance measurements, identify root cause and collaborate with cross functional team members to determine actions and mitigation steps when appropriate.
  • Provide analysis and reporting on variances between actual and expected results.
  • Provide analysis and support for continuous improvement projects to drive improvements in internal processes that will result in increased customer satisfaction and reduced cost for the company.
  • Proactively identify issues, formulate recommendations and work towards resolution.
  • Perform other duties as assigned to balance department workload and backup.
  • Troubleshoot data issues, validate result sets, and assist in the implementation of process improvements.
Knowledge/Skills/Abilities:
  • Ability to Make quick and intelligent/calculated decisions
  • Works well independently or in a team environment
  • Strong Verbal Communication Skills
  • Demonstrates strong analytical, organizational, multi-tasking and problem solving skills.
  • Ability and intellectual curiosity to learn new business areas and processes quickly
  • General Client/Server Knowledge
  • General PC Hardware Knowledge
  • Strong database experience or knowledge
  • Strong database experience or knowledge
Education and Experience:
  • High School Diploma or GED required, Bachelor Preferred
  • Supervisor or Lead experience
  • Website design experience a plus
  • Computer Science experience a plus
  • Software Installations and Upgrades, Software Support
  • Experience troubleshooting Microsoft Windows environments
In addition to a rewarding career, Coinstar, Inc. offers excellent employee benefits and competitive compensation. For more information about this position and to apply, please visit our website at www.coinstarinc.com/careers .