Sr. Analyst, Digital Voice of Customer

Overview

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. RBI is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories. RBI owns TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®.

Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS® brands by leveraging their core values, employee and franchisee relationships, and community support. Each brand benefits from global scale and shared best practices from ownership by Restaurant Brands International Inc. This role is responsible for owning end-to-end quality assurance for digital web and mobile products, combining manual and automated testing to ensure high-quality releases.

The position partners closely with engineering and product teams to define test strategies, execute automation, manage defects, and validate release readiness. It also leverages customer feedback, analytics, and AI-driven methodologies to identify trends, troubleshoot issues, and deliver actionable insights to stakeholders in an Agile, CI/CD environment.

RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week out of our office in Jacksonville, FL
.

• Perform regular quality checks and user acceptance tests for several projects on the supported devices, operating systems, and browsers.
• Create detailed, comprehensive, and well-structured test plans and test cases that consider project timelines, constraints, and the right mix of automated and manual testing.
• Design, develop and execute automation scripts using a varied toolset.
• Document defects and provide technical details for the development team to assist with debugging.
• Assist the development team and management with other project-related tasks.
• Verify bug fixes once an issue has been resolved.
• Update and maintain test automation suite.
• Own end-to-end quality validation for digital products, including test strategy, execution, defect management, and release readiness.
• Analyze and synthesize App Store and Google Play reviews to identify trends, severity, and business impact of customer-reported issues.
• Conduct deep troubleshooting by correlating customer feedback with logs, analytics, and QA findings to isolate root causes.
• Develop clear documentation, dashboards, and PowerPoint presentations that communicate insights, risks, and recommendations to stakeholders.
• Apply AI methodologies, including prompt engineering, to improve testing efficiency, analysis accuracy, and customer insight generation.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
• 5+ years of experience in Quality Assurance, Quality Engineering, or Technical Analysis roles.
• Strong experience with manual and automated testing across mobile and web platforms.
• Advanced analytical skills with the ability to interpret large volumes of customer feedback and product data.
• Proven expertise in troubleshooting complex production issues.
• Strong documentation and executive-level PowerPoint presentation skills.
• Understanding of AI methodologies, including prompt engineering and applied AI use cases in QA or analytics.
• Experience working in Agile and CI/CD environments.
• Proactive, strong-minded, quick thinker, and assertive.
• Flexible with the ability to adapt and work under pressure.
• Hands on experience with testing tools or frameworks:
  Selenium, Cypress, Postman, JMeter, Ghost Inspector, Test Mu AI, Test Rigor.
• Experience with JIRA or similar Agile management tool.

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

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.