Job Title: Quality Analyst, Customer Care

Location: London 

Company: BritBox International

Reporting to: Training & Quality Manager

Contract Type: Permanent - Full time

About Us

As part of BBC Studios’ Direct-to-Consumer (DTC) portfolio, BBC Select sits alongside BritBox, playing a key role in delivering premium content directly to audiences worldwide. The integration of BBC Select into the BritBox organisation presents a strong opportunity to leverage shared capabilities, insights, and expertise to accelerate growth and enhance the overall customer experience.

BBC Select is a documentary streaming service that has been successfully operating since February 2021. It has established itself as the third-largest documentary streaming service in the US. With plans to expand through original commissions, territorial premieres, and new distribution platforms, BBC Select continues to serve a highly engaged audience that values educational, high-quality content.

Welcome to BritBox, the ultimate streaming destination for British TV. We offer an unparalleled collection of thoughtfully curated entertainment cleverly crafted and full of the charm, wit, and heart that define British storytelling.

Born from the BBC, our mission is to bring authentic British stories to audiences around the world. Since launching in 2017, we’ve expanded into seven markets including North America, Australia, and the Nordics. We are a small but mighty streamer that punches above our weightav ailable on every major platform and even featured among the bright lights of Times Square and we’re just getting started.

If you’re passionate about entertainment, thrive in a fast-paced environment, and want to play a meaningful role in our growth journey, this is your opportunity to be part of a dynamic Direct-to-Consumer business within BBC Studios, bringing the very best of British TV to fans everywhere.

Job Purpose:

BritBox International is looking for a dedicated Quality Analyst to join our Customer Care team and ensure the delivery of exceptional service that reflects the BritBox standard. In this role, you will help shape how we measure and maintain quality by developing evaluation frameworks, analysing support performance, and fostering improvement initiatives. Your insights and collaboration will be key to elevating the customer experience across all support channels.

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.