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Brief summary of role :
The Financial Times (FT) is one of the world’s leading business news and information organisations. We are recognised globally for our authority, integrity and accuracy.
We provide a broad range of essential services, including news, comment, data and analysis to the growing audience of internationally minded business people.
The FT prides itself on delivering outstanding, proactive and engaging customer service to its global readership. In order to do so, our customer service (CS) teams must receive the highest quality of support.
This role is responsible for advocating the quality guidelines used in CS, as well as the creation of training courses and relevant material in order to support and improve the performance of our customer service teams.
This role will deliver support focused on our Manila Customer Service teams, with some interaction with our global CS teams.
In this role you will :
Draw from prior work experience in contact centers; using technology to assess executives’ performance, and demonstrate knowledge of a performance excellence framework.
Understand and uphold our quality guidelines; scoring interactions and providing effective feedback to enable coaching support for our CS teams.
Create reporting that summarises holistic quality performance, identify solutions and collaborate with stakeholders to implement the necessary actions for improvement.
Lead calibration sessions and implement initiatives to ensure that the quality guidelines are understood and updated as needed.
Be a champion of quality customer service by driving awareness of and employing supportive measures to promote the aims of quality.
Collaborate with stakeholders including Product Support, Product Managers, Compliance, Business Analysts and others, enabling CS Teams to support the delivery of business initiatives.
Collaborate constantly with leaders to address performance opportunities relating to quality.
Keep abreast of Quality approaches in the Customer Services industry, through developing contacts within other organisations and industry organisations so training remains engaging and effective.
Support the Training and Quality Manager on other tasks, as and when required.
You'll bring to the role :
Strong customer service orientation, demonstrating a constant aim to satisfy one’s external and / or internal customers.
The ability to build strong and lasting relationships within the business, adapting your style to suit the needs of the situation.
You’ll be self-motivated and driven by your next great idea on how to improve the quality experience and end results this delivers.
Passion for training and quality.
At least 2 years experience working in a contact center environment
Familiarity with performance measurements and standards
Familiarity with QA methodologies and best practices
Experience in providing effective feedback
Proven track record of analysing performance data and providing targeted recommendations that improves performance
Proven ability to produce quality work by being exceptionally thorough
Ability to lead meetings towards productive discussions and actions
Excellent communication and collaboration skills, proven by experience working across teams / projects
Ability to plan, execute and manage high volumes of work
An attitude of openness and flexibility towards unique and non-standard solutions
High level of initiative and self-motivation
Demonstrated ability to make successful presentations to individuals and / or groups at all levels of an organization
Excellent Microsoft Office skills
Experience in a similar role for at least 2 years
A background in print and / or digital media products
Knowledge of or certification from known process improvement approaches
Willingness to work with shifting schedules, including holidays and weekends