As a key member of the Consumer Quality team this role will focus on ensuring we drive and improve upon our Quality standards through understanding what good looks like and documenting best practice using available tools and insight.
The Quality Improvement Specialist will ensure we have strong Operational links with OSPs so they fully understand what is required from them and they are aligned on the business needs of TalkTalk.
They will also form strong links internally with TalkTalk stakeholders covering all areas and work in partnership with them, managing the OSPs performance through an agreed Operating Rhythm.
The role will ensure OSPs understand our vision and strategy by translating them into day to day activities that drive performance improvements. The Quality Improvement Specialist will be the ambassador for Compliance and the quality of the conversation for TalkTalk and through their passion and skill, will ensure OSPs are focussed on the right areas to drive improvements, which will be measured across key metrics such as Compliance adherence, NPS and ASAT.

How will I add value in this role?

• Support and drive Compliance and the quality of conversation performance across the OSP estate and be the point of contact/subject matter expert for respective areas to ensure success is delivered across Compliance adherence, NPS and ASAT

• Act as an agent of change within the business pushing the business to think harder about how to improve

• Utilise supporting data to identify key trends across agent, system and process opportunities

• Identify key opportunities within performance data and trending at site/team and agent level

• Fully understand the RAG performance at a site/team and agent level and track trending against business targets

• Understand best practice by fully engaging with and understanding what green agents do to support in driving consistency across Customer Experience

• Manage and engage with virtual teams so we have a joined up approach to Customer Experience and Quality across Operations, Training and Comms

• Develop and drive a Quality coaching culture across OSP estate to ensure challenges are surfaced and improvements embedded

• Own improvement plans and hold OSPs accountable for agent Performance Improvement Plans

What do I need in order to deliver in the role?

• Stakeholder management

• Strong understanding of Quality and Customer Experience metrics

• Ability to manage and prioritise own workload

• Understanding of Operational performance

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.