Sr. Analyst, Digital Voice of Customer, Firehouse Subs

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.   

Restaurant Brands International Inc. 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 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 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 respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come 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.

Role and Responsibilities:

• 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 inights, risks, and recommendations to stakeholders.
• Apply AI methodologies, including prompt engineering, to improve testing efficiency, analysis accuracy, and customer insight generation.
• 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.

Qualifications and Skills:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
• 2+ 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.