About the job
1. 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.
2. 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:
3. Collect and analyse organizational quality metrics including performance against KPIs and agent productivity; prepare, monitor and maintain quality reports;
4. 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;
5. Benchmark metrics in line with external best practice and champion a culture of continuous improvement;
6. Support the design and implementation of quality assurance training programmes and conduct training in quality-related topics;
7. Monitor, lead and implement continuous improvement ideas into the FCC standard operating procedures;
8. Work with managers to provide coaching and address new training needs regarding specific employees or teams;
9. Develop, implement and maintain positive scripting to enable FCC agents to manage and resolve customer queries;
10. Use collected quality monitoring data track performances at team and individual levels and drive continuous improvement;
11. Provide actionable data to the various internal support groups as and when needed;
12. Support the coordination and facilitation of quality calibration sessions with FCC team and clients;
13. Provide considered and constructive feedback to the team managers and Operations Leads.
As a minimum, you will need to have:
14. Experience of working in a similar role within a customer contact centre environment
15. Understanding of how to link training and quality with improving NPS and CSAT scores
16. Knowledge & ability to use relevant internal systems
17. Previous rail industry experience an advantage
18. A self-starter who is results-driven with high levels of self-motivation, energy and initiative
19. Proven ability to work under pressure to tight deadlines, without compromising quality of output
20. Ability to thrive under pressure amidst changing business priorities
21. Excellent communication skills, both written and verbal
22. Act with integrity, tact & diplomacy
23. Strong awareness of risk and the importance of controls and escalation
About the location
Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate
Working pattern
37.5 hours per week, between 0800 and 1800 Monday to Friday; some weekend working by exception.
The Reward
24. 25 days Holiday plus National Bank Holidays
25. Travel Offers for Bus and Rail*
26. Payroll Giving – donate directly from your pay to a Charity of your Choice
27. Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
28. All employee Share Schemes*
29. Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
30. Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
31. Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
*after 6 months of employment
We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
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.
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