As a Quality Analyst, you’ll provide meaningful feedback that drives agent development, partner with leadership to enhance quality processes, and align with BPO teams to uphold consistent standards. You’ll also play a central role in identifying trends, recommending strategies for improvement, and participating in calibration sessions to ensure uniformity in evaluations. Through your expertise and commitment to excellence, you will help solidify BritBox’s reputation for outstanding customer care in the streaming video-on-demand industry.

Responsibilities:

• Evaluate a subset of support agents' conversations (emails, chats, etc.) to ensure quality standards are met.
• Deliver actionable and meaningful feedback that aligns with the BritBox “voice” and promotes continuous improvement.
• Develop and refine evaluation forms and guidelines to align with quality standards, business goals, and evolving customer expectations.
• Use data from evaluations to identify trends, root causes of issues, and areas for improvement in support processes.
• Work with cross-functional teams to establish clear criteria for evaluations and update tools based on data-driven insights.
• Assess support interactions in line with internal standards and work closely with the BPO vendor quality team to maintain alignment.
• Share feedback, trends, and recommendations with leadership teams during regular meetings.
• Compile and report on the support team’s performance, highlighting key metrics and areas for improvement, to the direct line manager.
• Ensure consistency and accuracy in evaluations by engaging in regular calibration sessions with internal and external teams.
• Recommend process changes to enhance agent performance and improve the customer experience based on evaluation findings.
• Partner with training teams to address gaps identified during evaluations and to create materials for agent development.
• Track progress toward quality objectives and provide insights to ensure the team meets or exceeds expectations.

Knowledge and Experience

• Experience in Customer Service: Proven experience working in the customer service industry, with an understanding of customer interaction dynamics.
• Strong Analytical Skills: Demonstrated ability to analyze data and derive actionable insights.
• Quality Assurance Expertise: Hands-on experience in quality assurance processes, including designing and implementing evaluation frameworks.
• Excellent Communication Skills: Strong interpersonal skills with the ability to deliver constructive feedback effectively, including handling sensitive or negative feedback.
• Organisational Proficiency: Solid organizational skills with experience in goal-setting and tracking progress toward objectives.
• Data Visualisation and Metrics: Proficiency in creating data visualizations and a solid understanding of support-related metrics and KPIs.
• Problem-Solving Skills: Ability to develop and implement strategies to enhance support quality and address performance gaps.

At BritBox, we embrace flexible working to support our growing global markets. This role may require occasional work outside standard U.S. business hours to collaborate with teams in different time zones. Additionally, travel to New York, London, or Manila may be required 2-3 times per year.

Our Values

Our BritBox Global Values not only represent our culture but also ensure that we have principles that shape everything we do. Defined by our employees, they are not just words on a page, but the foundation of how we work together, every day.

Our values have been cascaded into specific behaviours, which are embedded into all of our people processes, including hiring, onboarding, performance evaluation and feedback.

We are proud of our values and seek to hire people who resonate with them.

This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.