Analyst, Quality Assurance Jobs

About Restaurant Brands International

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with more than $35 billion in annual system-wide sales and over 28,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI working towards its goal of improving sustainable outcomes related to its food, the planet, and people and communities.

Job Overview

The Quality Assurance Analyst, Guest Care is responsible for ensuring that RBI has a best-in-class Support Program by evaluating support interactions across the BURGER KING® North America region. The position is also responsible for utilizing data, insights and actioning it by identifying agent-specific, vendor partner-specific and team-wide training programs and opportunities to improve.

At RBI we are a growth company with ambitious goals. We know that we can only make our dream a reality by having the right talent on our side. The Quality Assurance Analyst, Guest Care will help promote loyalty by creating a seamless experience for our guests reaching out across our platforms including Chatbot, Email, Social & Review sites.

Responsibilities

• Help agents improve their individual performance with specific instructions and constant support
• Perform in-depth analysis of our Guest Care services, operations, through guest interactions, customer feedback, problem resolution processes and customer satisfaction surveys
• Actively accompanying evaluations with meaningful and constructive feedback
• Quality Assurance Analyst will be responsible for maintaining a high-level of quality across all operations within the Guest Care organization
• Develop a framework to score our Support and scoring a subset of Support Specialists guest conversations based on a quality rubric, aimed at improving overall guest satisfaction through quality interactions.
• Partner with Workforce Management to establish scalable system to deliver quality at scale.
• Collect, analyze and report findings on agent-level performance to
• Provide recommendations to Guest Care and BK leadership is to enhancements and provide input on existing programs
• Maintaining and developing internal team quality standards, optimizing based on team, and market need.

Performance

• Effectively coach team on current ticket procedures for all channels and inquiry types managed by Guest Care. Deliver regular quality improvement feedback in team meetings, 1:1’s with team members and periodic quality reviews.
• Effectively cascade new information based on Quality analysis, and processes and develop training/resources for reference
• Own day-to-day management of high-risk / advanced issues, while coaching and mentoring overall team on opportunities to improve overall process improvements.
• Report on team performance, success and challenges leveraging data and insights from our support platforms (Zendesk / Sprinklr) and vendor partners
• Actively work to support our subject matter experts by coordinating with internal and external stakeholders including Product, Technical Support, and vendor partners
• Actively analyze the performance of high-performing team of Support Specialists and specialized functions set out to provide an excellent guest experience, driving brand loyalty and retention across our support channels

Process Improvement

• Analyze current team processes, identify areas of opportunity to eliminate gaps and improve procedures.
• Define realistic project goals and objectives with team members and other stakeholders.
• Participate in quality improvement activities, including macro review, quality assurance testing, reporting and other high impact Guest Care functions.
• Track project performance regularly to ensure both short-term and long-term goals are met.
• Work analytically and creatively to improve current problems solving processes in place and proactively anticipate guest inquiry types.

Communication

• Participate in training and actively review all resources provided
• Develop and execute quarterly leadership performance reviews and bi-annual performance reviews for direct reports
• Read and respond to team updates in communication channels
• Represent the team and advocate for our guests with cross-functional teams and leadership
• Continuously engage with one’s supervisors, Support Specialists, and cross-functional partners through communication channels and meetings.

Required Knowledge, Skills, And Abilities

• Able to provide effective feedback and coach others
• Professional working proficiency with Zendesk or similar CRM platform
• Able to receive performance feedback and incorporate recommendations into daily practices
• Self-starter who values knowledge sharing and team advancement
• Excellent oral and written communication skills
• Strong attention to detail with excellent organizational and time management skills
• Proficient with Microsoft Office, Google Suite, and Slack or a similar communication channel
• Professional working proficiency with help desk software and remote support tools
• Able to adapt quickly to a fast-paced environment

Qualification Standards

• Digital support or technical experience a plus
• Minimum 3 years Customer Service experience
• Previous experience in a technology environment
• Remote work experience required
• Knowledge of QSR operations and digital strategies
• Minimum 1 year experience as a Support Agent

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.

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