Quality Analyst

About the team:

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

About the job:

The Quality Team is responsible for the quality management processes. They will support the Operational Management Team by identifying process improvements and delivering training to maximise operational efficiency and deliver a better service for our customers.
Reporting to the Quality Manager the successful applicant will conduct internal audits and analyse metrics to determine where quality issues have arisen; they will devise and implement action plans to improve performance and mitigate business risk.

Your main responsibilities will be:

Collect and analyse organizational quality metrics including performance against KPIs and agent productivity; prepare, monitor and maintain quality reports;
Support the Quality customer interface to ensure requirements are understood and satisfied, including assisting in complaint resolution, root cause analysis and the implementation of corrective action;
Benchmark metrics in line with external best practice and champion a culture of continuous improvement;
Support the design and implementation of quality assurance training programmes and conduct training in quality-related topics;
Monitor, lead and implement continuous improvement ideas into the FCC standard operating procedures;
Work with managers to provide coaching and address new training needs regarding specific employees or teams;
Develop, implement and maintain positive scripting to enable FCC agents to manage and resolve customer queries;
Use collected quality monitoring data track performances at team and individual levels and drive continuous improvement;
Provide actionable data to the various internal support groups as and when needed;
Support the coordination and facilitation of quality calibration sessions with FCC team and clients;
Provide considered and constructive feedback to the team managers and Operations Leads.

As a minimum, you will need to have:

Experience of working in a similar role within a customer contact centre environment
Understanding of how to link training and quality with improving NPS and CSAT scores
Knowledge & ability to use relevant internal systems
Previous rail industry experience an advantage
A self-starter who is results-driven with high levels of self-motivation, energy and initiative
Proven ability to work under pressure to tight deadlines, without compromising quality of output
Ability to thrive under pressure amidst changing business priorities
Excellent communication skills, both written and verbal
Act with integrity, tact & diplomacy
Strong awareness of risk and the importance of controls and escalation.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.