Quality Insights and Process Analyst

About us:

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together, we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.

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The Role / Position Overview

This role will deliver support across all global Customer Care teams and play a pivotal role in our commitment to deliver exceptional customer experiences through insights, continuous improvement, and adherence to high-quality standards.

Key Responsibilities

• Champion Quality awareness across the business to foster a culture of excellence and to support the achievement of Quality objectives.
• Implement the Customer Care quality guidelines for exceptional customer experiences, demonstrating a solid understanding of our Quality framework.
• Optimise Quality best practices by applying current industry trends and fostering innovation.
• Maintain accurate and updated Quality data to support data-driven decisions.
• Generate regular reports summarising holistic Quality performance to contribute to data-driven decision-making and to aid the business in identifying solutions and achieving business objectives.
• Analyse friction points through root cause analysis and present clear, actionable recommendations, leading to impactful improvements and enhanced customer experiences.
• Leverage diverse Quality data to drive continuous enhancements in Customer Care performance.
• Identify knowledge gaps and recommend solutions to improve processes and performance.
• Enhance Quality assessments using a range of monitoring methods to ensure a well-rounded and thorough evaluation of Customer Care processes and approaches.
• Facilitate Quality calibration sessions to recognise best practices and identify areas for improvement, ensuring these insights are available for analysis and other initiatives.
• Collaborate with stakeholders and other teams to share insights and support the delivery of Customer Care initiatives.
• Review sampling results to ensure alignment and consistency in evaluation standards.
• Maintain and update the Quality guidelines and standards document to ensure relevance and accuracy.
• Support the Quality Manager in driving process improvements within the QM team and across Customer Care.

Core Competencies

Experience:

• At least 2 years of experience working within customer care quality and/or data in a contact centre environment
• Familiarity with contact centre performance measurements and standards
• Familiarity with QA methodologies and best practices
• Experience in delivering successful presentations to individuals or groups
• Proven track record of providing targeted recommendations that improve performance
• Experience in effectively providing constructive feedback
• Proficient in using the Google Suite with a strong command of its features and functionalities (eg, Macros, Apps Script, etc.)
• Knowledge of or certification from known process improvement approaches (desirable but not required)

Skills/Behaviours:

• Exceptional communication skills, both written and verbal, with the ability to convey complex ideas clearly and professionally
• Meticulous attention to detail, ensuring consistent delivery of high-quality, accurate outputs
• Data quality awareness, with a sharp ability to detect anomalies, inconsistencies, and potential errors in complex data sets
• Advanced analytical skills, with the capability to gather, structure, and interpret large data sets effectively
• Solid understanding of core data analysis methods, including key statistical principles and techniques
• Critical thinking with data, applying structured reasoning to interpret findings, solve problems, and make informed, evidence-based decisions
• Strategic data utilisation, applying insights to develop effective, business-focused solutions
• Clear reporting ability, with the skill to translate technical findings into actionable insights for diverse audiences
• Data visualisation proficiency, presenting information in intuitive, easily digestible formats
• Ethical awareness, especially regarding data privacy, protection, and responsible analysis practices
• Process improvement acumen, with a keen eye for identifying gaps and opportunities in workflows
• Effective facilitation skills, guiding meetings toward focused discussions and actionable outcomes
• Strong collaboration skills, backed by extensive experience working with cross-functional teams and stakeholders
• Excellent problem-solving capability, approaching challenges with creativity and structured thinking
• Proactive mindset, demonstrating urgency in delivering results and resolving issues promptly
• Self-driven work ethic, with a high level of initiative and motivation to achieve goals independently
• Adaptable thinking, embracing flexible and non-standard approaches when needed
• Organisational strength, capable of managing multiple priorities and maintaining high productivity
• Project management capability, including planning, coordination, and execution of complex tasks
• Schedule flexibility, with a willingness to work UK hours, adapt to shifting timelines, and support during public holidays

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What’s in it for you? Our benefits:

Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include: generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. 

 

Further information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunity employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact a member of our HR team who will be happy to help.