Service Desk QA Analyst

Who is Taco Bell? Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone's favorite Crunchy Tacos on the West Coast to a global brand with 8,200+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We're not only the largest Mexican-inspired quick service brand (QSR) in the world, we're also part of the biggest restaurant group in the world: Yum Brands. Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn't been done before... we will continue to be inclusive, bold, challenge the status quo and push industry boundaries. We're a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we're at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Ms. At Taco Bell, we're Cultural Rebels. Want to join in on the passion-fueled fun? Learn more about the career below. About the Job: The Sr. Quality Assurance Analyst is responsible for performing and managing the quality audits of Service Desk analysts and drives impact across the Taco Bell business through Identifying trends, quality risks and collaborating with Service Desk leadership, Knowledge/Training and Operations to develop corrective actions and drive process improvements. With this role, the opportunities are endless: This role will work cross functionally with Operations, Service Desk, and other Taco Bell technology teams on various projects around AI, Cisco WebEx, PowerBI and more. Sr. Quality Assurance analysts will report to Information Technology Operations Manager. The Day-to-Day: 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. Is This You? 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. Work-Hard, Play-Hard: Hybrid work schedule and year-round flex day Friday Onsite childcare through Bright Horizons Onsite dining center and game room (yes, there is a Taco Bell inside the building) 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... honestly, too many good benefits to name Salary Range: $70,400- $84,000 annually + bonus eligibility + equity (if applicable) + benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. At Taco Bell, we Live Ms and invite you to do the same. Take a seat at our table. Bring your voice. Bring you, just as you are, a Cultural Rebel. We want you to be your best self Taco Bell is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. Taco Bell is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs. US Job Seekers/Employees - Click here to view the 'Know Your Rights' poster and supplement and the Pay Transparency Policy Statement. Employment eligibility to work with Taco Bell in the U.S. is required as the company will not pursue visa sponsorship for this position. 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