Production Services Specialist

Job Description

Job Description

About Jollibee North America :
Jollibee North America operates a diverse portfolio of restaurant brands, delivering exceptional dining experiences across the U.S. and Canada. As a part of our commitment to innovation and customer satisfaction, we are continuously improving our digital channels, ensuring that they meet the highest standards of functionality and performance.

Job Summary :
We are seeking a proactive and detail-oriented Production Services Specialist to join our team. This role will focus on monitoring and production testing all digital business channels, including websites, mobile apps, kiosks, delivery and catering across multiple restaurant brands. The successful candidate will identify, document, and escalate any issues to ensure a seamless experience for our customers, preventing problems before they arise. You will also collaborate closely with our development team, QA, and UAT efforts to maintain optimal functionality across all platforms.

Key Responsibilities :

• Proactively monitor digital business channels (websites, apps, kiosks) for multiple brands to ensure optimal performance and functionality.
• Conduct regular testing of digital channels, identifying and documenting issues related to user experience, system performance, or bugs.
• Submit detailed tickets to the development team for prompt issue resolution, ensuring minimal customer impact.
• Collaborate with QA and UAT teams to assist in testing efforts and validate that digital channels are functioning as designed.
• Maintain up-to-date documentation of testing procedures, findings, and resolutions.
• Communicate any critical issues to relevant stakeholders in a timely manner.
• Participate in troubleshooting and resolution efforts during digital channel downtime or service interruptions.
• Work closely with cross-functional teams including development, product, and customer support to ensure alignment and effective issue resolution.

Qualifications :

• 2-3 years of experience in QA, production services, or a related role, preferably within the digital space.
• Experience in testing digital platforms, such as websites, mobile apps, and kiosks.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow) and bug tracking processes.
• Strong attention to detail and ability to identify and troubleshoot issues independently.
• Excellent communication skills, with the ability to clearly document issues and work collaboratively with technical teams.
• Basic understanding of web and mobile app development processes is a plus.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Bachelor's degree in a related field (preferred).