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

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

Performance

• 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
• 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.
• 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
• Effectively cascade new information based on Quality analysis, and processes and develop training/resources for reference
• Actively work to support our subject matter experts by coordinating with internal and external stakeholders including Product, Technical Support, and vendor partners

Process Improvement

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

Communication

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

Required Knowledge, Skills, and Abilities

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

Qualification Standards

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

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.