Service Desk Sr. QA Analyst

$75,400 - $84,000/Yr

Taco Bell - Irvine, CA

Full-time - Mid Level

Irvine, CA

5,001-10,000 employees

Food Services and Drinking Places

About the position

The Sr. Quality Assurance Analyst at Taco Bell is responsible for managing quality audits of Service Desk analysts and driving impact across the business by identifying trends and quality risks. This role involves collaboration with Service Desk leadership, Knowledge/Training, and Operations to develop corrective actions and improve processes. The position offers opportunities to work cross-functionally on various technology projects, including AI, Cisco WebEx, and PowerBI.

Responsibilities

• Provide feedback on QA reviews to Service Desk Supervisors and management.
• Identify, monitor trends and quality risks while serving as main point of contact regarding QA concerns or issues.
• Collaborate with Knowledge and Training department to identify training needs and oversee process improvements.
• Document and create weekly reports on analyst performance.
• Execute onboarding new Service Desk analysts in voice system Cisco WebEx, Calabrio and Windows Active Directory.
• Manage and maintain PowerBI QA reports and data sources to provide historical record of Service Desk QA performance.

Requirements

• 3+ years' experience in Help Desk or Call Center Quality Assurance role.
• Education: Computer Information Systems associate degree or equivalent technical Help Desk experience.
• Minimum 2 years' experience working with datasets and generating reports in PowerBI.
• 2 years' experience with writing Standard Operating Procedures (SOP).
• Cisco WebEx Contact Center experience is a plus.

Benefits

• Hybrid work schedule and year-round flex day Friday
• Onsite childcare through Bright Horizons
• Onsite dining center and game room
• Onsite dry cleaning, laundry services, carwash
• Onsite gym with fitness classes and personal trainer sessions
• Up to 4 weeks of vacation per year plus holidays and time off for volunteering
• Generous parental leave for all new parents and adoption assistance program
• 401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
• Comprehensive medical & dental including prescription drug benefits and 100% preventive care
• Discounts, free food, swag and more.