Multilingual Quality Support Secondment

Job Description

Multilingual Quality Support Secondment

At Trainline, our Customer Experience team plays a vital role in helping customers enjoy simple, seamless and reliable journeys. The team works closely with our customer service partners to understand customer needs, improve service quality and ensure our support experiences reflect the high standards customers expect from Trainline.

Responsibilities

• Monitor and report on key quality and customer experience measures, including CSAT, Auto QA, quality scores and AHT, using insights to identify trends, root causes and opportunities for improvement.
• Support the achievement and maintenance of Customer Experience targets by highlighting performance themes and helping teams focus on the areas that will have the greatest customer impact.
• Review customer interactions through quality assurance checks, Zendesk ticket dip-checks and audits, ensuring best practice is followed consistently across support channels.
• Organise and manage calibration sessions between Customer Experience, Customer Services Edinburgh and Foundever, helping teams stay aligned on quality expectations and scoring approaches.
• Analyse customer feedback and service data to make clear, practical recommendations that support continuous improvement across processes, tools and customer support journeys.
• Help develop and maintain decision tree paths, including using coding and scripting to improve CRM ticket workflows and support agents with clear, useful custom notes.
• Ensure process and product information is accurate and up to date across the Knowledge Tool and training materials, helping teams access the guidance they need.
• Work collaboratively with internal and external stakeholders to share insight, encourage consistency and support a culture of quality improvement across customer service.

Qualifications

• Strong written and spoken Spanish, alongside the ability to communicate clearly and confidently in a multilingual customer support environment.
• Experience in customer service, customer experience, quality or a contact centre environment, with a focus on delivering positive outcomes for customers.
• Strong understanding of what great customer support looks like and the ability to use feedback, quality checks and performance measures to identify improvement opportunities.
• Ability to interpret reporting data and turn it into meaningful insight, recommendations and actions.
• Strong organisational skills with the ability to prioritise, manage multiple tasks and adapt when priorities shift.
• Collaborative approach, with confidence working across teams and supporting alignment between internal colleagues and external partners.
• Ideally, experience with quality scoring, calibration sessions or quality assurance processes within a customer service environment.
• Helpful if you have experience using Zendesk, CRM workflows, knowledge tools or scripting to improve support processes.

Benefits

• Private healthcare and dental insurance.
• Generous work from abroad policy.
• 2 for 1 share purchase plans.
• EV scheme.
• Extra festive time off and family friendly benefits.
• Career growth with clear career paths, transparent pay bands, personal learning budgets and regular learning days.
• Hybrid model with a minimum of 60% office time over a 12 week period.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets and regular learning days. Jump on board and supercharge your career from day one!