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- Tasks: Join our Quality Team to enhance customer service through audits and training.
- Company: First Customer Contact is part of FirstGroup, a leading UK transport operator.
- Benefits: Enjoy travel discounts, shopping perks, and employee share schemes.
- Why this job: Make a real impact on customer experience while working in a dynamic environment.
- Qualifications: Experience in customer contact centres and strong communication skills are essential.
- Other info: Located in Sheffield city centre with flexible working options available.
The predicted salary is between 30000 - 42000 £ per year.
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First Customer Contact Ltd provided pay range
This range is provided by First Customer Contact Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from First Customer Contact Ltd
Internal Recruiter for First Customer Contact
Quality Analyst
Please upload both a CV and covering letter to be considered.
Applications without both will not be progressed
Who are we?
First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
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
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
- Travel Offers for Bus and Rail*
- Payroll Giving – donate directly from your pay to a Charity of your Choice
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- 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.
- 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.
- 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.
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.
https://www.healthassured.org/blog/neurodiversity/
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
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Job function
Quality Assurance and Customer Service
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Industries
Travel Arrangements
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Quality Analyst employer: First Customer Contact Ltd
Contact Detail:
First Customer Contact Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Analyst
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to the Quality Analyst role. Understanding how these metrics are used to assess performance will help you demonstrate your analytical skills during interviews.
✨Tip Number 2
Research First Customer Contact and their approach to quality assurance. Being able to discuss their current practices and suggest improvements can set you apart as a proactive candidate who is genuinely interested in the role.
✨Tip Number 3
Network with current or former employees of First Customer Contact on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable for tailoring your approach.
✨Tip Number 4
Prepare to discuss specific examples from your past experience where you've successfully implemented quality improvements or training programmes. This will showcase your hands-on experience and ability to drive results in a similar environment.
We think you need these skills to ace Quality Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance and customer service. Use keywords from the job description to demonstrate that you meet the specific requirements of the Quality Analyst role.
Craft a Compelling Cover Letter: Your cover letter should explain why you're a great fit for the Quality Analyst position. Discuss your experience with quality metrics, training, and process improvements, and how these align with the company's goals.
Showcase Relevant Skills: Emphasise skills that are crucial for the role, such as analytical abilities, communication skills, and experience with internal systems. Provide examples of how you've successfully used these skills in previous roles.
Proofread Your Application: Before submitting, carefully proofread both your CV and cover letter. Look for any spelling or grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at First Customer Contact Ltd
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Quality Analyst. Be prepared to discuss how your previous experience aligns with the tasks mentioned, such as conducting internal audits and analysing quality metrics.
✨Showcase Your Analytical Skills
Since the role involves analysing performance against KPIs and agent productivity, be ready to provide examples of how you've used data analysis in past roles. Discuss specific metrics you've worked with and how your insights led to improvements.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities, especially in customer service scenarios. Think of examples where you've resolved complaints or implemented corrective actions, and be ready to explain your thought process.
✨Demonstrate Continuous Improvement Mindset
First Customer Contact values a culture of continuous improvement. Be prepared to discuss how you've contributed to process improvements in previous roles. Share any initiatives you've led or participated in that enhanced service quality or operational efficiency.