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. Facilitate learning from audits and calibration sessions
4. Work closely with operational teams to embed best practices
5. Act as a visible presence to reinforce quality standards in real time
6. Serve as a Subject Matter Expert (SME) for their assigned service line, helping to streamline communication and ensure quality is embedded in daily operations
The revised QA role will play a pivotal role in:
7. Collaborating with client-facing teams to ensure quality standards align with client expectations and contractual obligations
8. Developing tailored quality reports and dashboards that offer transparency and drive data-informed discussions with clients
9. Acting as a liaison between operations and clients, ensuring that feedback loops are closed and that service improvements are communicated effectively
10. Building trust and credibility through consistent, high-quality interactions and a visible commitment to continuous improvement
As a minimum, you will need to have:
11. Experience of working in a similar role within a customer contact centre environment
12. Understanding of how to link training and quality with improving NPS and CSAT scores
13. Knowledge & ability to use relevant internal systems
14. Previous rail industry experience an advantage
15. A self-starter who is results-driven with high levels of self-motivation, energy and initiative
16. Proven ability to work under pressure to tight deadlines, without compromising quality of output
17. Ability to thrive under pressure amidst changing business priorities
18. Excellent communication skills, both written and verbal
19. Act with integrity, tact & diplomacy
20. 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
We believe great work deserves great rewards. That's why we offer a comprehensive benefits package designed to support your lifestyle, well-being, and future:
21. Competitive Pay - We offer a salary that reflects your skills, experience, and the valuable contribution you'll make to our team.
22. Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
23. Discounted Train Travel – Enjoy all day travel for you, friends and family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains, TPE (from £10) and Lumo after 6 months of service
24. Generous Holiday Allowance – 25 days of annual leave plus public holidays
25. Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme
26. First Xclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more
27. 24/7 Employee Assistance Programme - Confidential support whenever you need it, because your wellbeing matters.
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.
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.