Training & Quality Manager, Customer Care

Job Title: Training & Quality Manager, Customer Care

Company: BritBox International

Reporting to: Head of Customer Care and Operations

Contract Type: Permanent, Full-time

About Us

Welcome to BritBox, the ultimate streaming destination for British TV. We bring you an unparalleled collection of thoughtfully curated entertainment, cleverly crafted and brimming with the kind of charm, wit and heart only the Brits could deliver.

BritBox International is on the lookout for a Training & Quality Manager to join our Customer Care team in London. In this role, you will ensure our customer support teams, via a BPO partner, deliver exceptional service through effective training programs and robust quality frameworks. By coordinating with various internal teams, you will help maintain and elevate the high standard of customer support BritBox is known for. Your efforts will be integral to our customer care functions' seamless operation and continual improvement.

As the Training and Quality Manager, you will help define quality standards, manage essential support tools, and support teams conducting audits across various communication channels. You will lead initiatives to develop training materials, execute quality assessments, and implement targeted improvement plans. Your role will involve conducting quality calibration sessions and championing the significance of quality management programs. Additionally, you will participate in various projects, from documenting technical enhancements and creating training how-to videos to developing operations manuals for all support roles, ensuring that we consistently provide top-tier customer experiences within the streaming video-on-demand ecosystem.

• Ensure comprehensive onboarding, effective training, and robust quality frameworks are in place and meticulously coordinated across all vendors and support stakeholders.

• Collaborate closely with business process outsourcing (BPO) partners on detailed training programs, quality management processes, and necessary workflow amendments.

• Help meticulously define and outline quality standards following industry guidelines and ensure consistent adherence to those standards, including conducting audits of email, chat, and social media interactions.

• Create, manage, and maintain essential tools such as the BritBox Help Center and knowledge base articles, pre-written email templates, chat scripts, social media “canned responses,” and other resources.

• Organise and develop comprehensive training manuals, extensive references, detailed testing and evaluation procedures, and other supportive materials to effectively assist in supporting BritBox subscribers.

• Assess training and quality-related issues, conduct detailed root cause analysis, recommend insightful improvements, develop targeted improvement plans, and collaborate with the operations team to enhance overall quality performance.

• Utilise a variety of training methodologies, innovative techniques, advanced concepts, learning tools, and proven practices to ensure the maximum effectiveness of training and quality programs.

• Lead quality calibration sessions with BPO partners, BritBox teams, and all applicable stakeholders, championing the significance of quality management programs to the organisation and knowing their customers.

Knowledge and Experience

• You have a proven track record in designing and delivering effective training programs.

• You are obsessed with providing white-glove customer support.

• You have experience measuring and auditing quality in a contact center.

• You have experience effectively implementing and managing document control processes, including training programs, policies/procedures, and knowledge bases.

• You can make sound decisions quickly in a fluid work environment.

• You have strong people skills and can communicate effectively with employees at all levels.

• You have proven leadership experience, excellent time management skills, dependability, and initiative.

• You must be comfortable with online creative tools such as Zendesk, Airtable, Sprout Social, MS Suite, Google Suite tools, and more.

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.

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.