Restaurant and Food Services Quality Field Examiner, Customer Experience Measurement

Ready for a fast-paced and exciting career? Are you passionate about the restaurant and food services industry and the customer experience? If you love to travel and work independently, the Brand Operations Services team within Deloitte's Managed Services & Products group is looking for motivated, ambitious restaurant and food services professionals with excellent communication skills, judgment and analytical abilities to lead quality assurance examinations for various brand assurance programs for a quick service food client. This is an excellent opportunity for professionals who are well spoken and who can effectively lead discussions with quick service food clients on business priorities in a friendly, helpful and professional manner. In this role, the Field Examiner will travel to their assigned client and perform quality assurance examinations in accordance with the client program.

The business of Brand Operations Services (BOS), is to offer clients information and feedback regarding their customers' experience. Clients served is within the quick service food industry with 2000+ locations located through the continental US. The Field Examiner is responsible for contributing to the development of, as well as providing, this high-level advice and these recommendations to clients.

This is a regional, project-based position.

Work You'll Do:

• Understand and contribute to the development of the client expectations and conduct the customer experience and quality examinations to meet the unique expectations for their assigned client.

• The Field Examiner must become well-versed in the client's business and specific client requirements, the details of the brand and customer experience, and the methods and procedures of Brand Operations Services.
• Ability to recite by memory client specific processes, requirements, and product verbiage while in a busy kitchen environment.
• Through rapport building, employee conversations and visual indicators, the Field Examiner must be able to independently uncover and recommend strategies and suggestions for improvement to line level and management personnel on deviations and opportunities within the restaurant's process, product, and equipment.
• Taste various menu items throughout the day per the program requirements including meats, dairy, produce, gluten-based products, nuts, tree nuts, etc.
• Responsible for producing accurate and consistent evaluations that include written reports in English. Entering the results real-time into a native iPad application.
• The Field Examiner must interact with restaurant/location management to review assessment data and recommend strategies and suggestions for improvement.
  
• Provide important quality-assurance information to clients, while using discretion to determine areas where the quality of the client's business operations can be improved.
  
• Exercise initiative in formulating improvements in established Brand Operations Services procedures. Provide recommendations to the Business Solution Analysis Lead to improve consultant tools, worksheets and training materials.
• Exercise high level of judgment in evaluating the client's business operations and service delivery by determining and recommending areas of improvement, action planning and root cause analysis.
• Excellent communication skills (written and verbal, in English) with strong analytic and presentation abilities. Must be well-spoken, knowledgeable and able to develop and present examination results in a friendly, empathetic and helpful manner. Possesses the flexibility to communicate effectively with each client representative in the style and manner that he or she prefers.
• Ability to work independently and without direct supervision, while adhering to strict deadlines outside of normal business hours.
• Represent the company in important client meetings and interactions. Contribute to building strong client relationships through interactions with clients' personnel in a professional manner and demonstration of industry and functional knowledge.
• Attend and contribute to client meetings and participate in client programs
• Must be prepared to travel extensively throughout any region required by the client independently (100%, annually). May includes weekly flights and extensive daily driving. Client driving trips may, on occasion, last 2 weeks in duration, with travel over weekends.

• Minimum of 4 years of restaurant, food service and/or hospitality experience
• Minimum 3 years leadership experience, preferably in an operations team lead or supervisory role
• Experience working in a customer service capacity
• Multilingual (English -required / Spanish - preferred / French - preferred)
• Ability to analyze, synthesize, and present data to varying audiences
• Proficiency with all current Microsoft Office programs, Apple iOS, and other technology platforms
• Ability to obtain valid passport and/or valid travel documentation is required
• Ability to obtain valid driver's license
• Must reside in close proximity to a major airport ( 50 Miles)
• Ability to obtain a ServSafe Managers certification
  

• Current ServSafe/Tips certification, HACCP training/certification
• Training/facilitation experience targeted toward different learning styles and audiences
• BA/BS degree in Culinary, Hospitality or Business fields preferred
• Multilingual (English -required / Spanish - preferred / French - preferred)