Quality Evaluator at Financial Times

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

15 Mar, 26

Salary

0.0

Posted On

15 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Customer Care, Performance Evaluation, Feedback, Data Analysis, Collaboration, Problem Solving, Attention to Detail, Project Management, Communication, Process Improvement, Quality Assurance, Software Management, Trend Analysis, Initiative, Flexibility

Industry

Newspaper Publishing

Description

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 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. IMPORTANT: Please note that the start date for this role will be in March or April 2026. At this time, we are only pooling applications. The processing of applications — including phone screenings and online assessments — will officially begin in January 2026. About the role: This position will play a vital role in implementing and optimising our Quality Management framework, ensuring exceptional customer experiences and meeting our Quality objectives. This role will deliver support across all global Customer Care teams. Key Responsibilities: Evaluate individual performance through Quality sampling and provide constructive feedback to enhance team improvement. Implement the Quality guidelines for exceptional customer experiences, demonstrating a thorough understanding of our Quality framework. Optimise Quality best practices to achieve efficient and effective Quality implementation, while staying current with industry trends and driving innovation. Champion Quality awareness and measures across the business, fostering a culture of excellence to aid in achieving Quality objectives. Facilitate and engage in Quality calibration sessions to ensure alignment with the Customer Care team leaders and trainers and consistency in our evaluation standards. Collaborate with Contact Centre leaders to identify performance opportunities at both the individual and team levels. Recommend and, when necessary, execute corrective actions. Generate reports highlighting Quality trends for actionable insights. Organise and track Quality data for analysis and data-driven decisions, ensuring data is updated, relevant, and accurate. Identify gaps in Quality guidelines and Customer Care processes, recommend corrective actions, and ensure that our Quality practices adhere to the highest standards. Ensure the Quality software is regularly updated to maintain accuracy and relevance, staying proactive in keeping the software up-to-date to optimise its functionality. Conduct Quality Management assessments, analyse findings, and generate detailed reports to support informed business decisions. Provide support to the Quality Manager as required for improvements within the QM team and across the Customer Care team. Experience: At least 2 years of experience working in a contact centre environment as a Quality Analyst Familiarity with contact centre performance measurements and standards Familiarity with QA methodologies and best practices Proven track record of providing targeted recommendations that improve performance Experience in effectively providing constructive feedback Basic Google Suite skills Knowledge of or certification from known process improvement approaches (desirable but not required) Skills/Behaviours: Outstanding written and oral communication abilities Exceptional focus on details / Demonstrated capability to deliver high-quality work by paying thorough attention to detail Outstanding collaboration abilities, demonstrated through extensive experience engaging across diverse teams and projects Skill in identifying areas for enhancement and potential gaps within processes and workflows Excellent problem-solving abilities Sense of urgency Ability to understand, interpret, and communicate with data High level of initiative and self-motivation An attitude of openness and flexibility towards unique and non-standard solutions Ability to lead meetings towards productive discussions and actions Ability to plan, execute, and manage high volumes of work Project management skills Willingness to work during UK hours, adapting to changing schedules, including public holidays 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, flexible working (including working from home), health coverage (medical & dental), company match and enhanced family leave packages. 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 opportunities 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.

Responsibilities

The Quality Evaluator will implement and optimize the Quality Management framework to ensure exceptional customer experiences. This role includes evaluating performance, providing feedback, and collaborating with teams to enhance quality standards.