Multilingual Quality Support Secondment

About us We are champions of rail, inspired to build a greener, more sustainable https://www.thetrainline.com/terms/sustainability-faqs future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.  Great journeys start with Trainline 🚄  Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.  Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.  Introducing the Trainline Customer Experience Team 👋 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. As the Multilingual Quality Support Secondment, you will support quality analysis and improvement across our Spanish Customer Service team and Foundever. You will work with Customer Experience, Customer Services Edinburgh and partner teams to monitor performance, identify trends and support practical improvements that help deliver stronger customer outcomes. In this role as the Multilingual Quality Support Secondment, you will...🚄 - 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. We'd love to hear from you if you have...🔍 - 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. - A good understanding of what great customer support looks like and the ability to use feedback, quality checks and performance measures to identify improvement opportunities. - The 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. - A 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. More information: Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.  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!  We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy. Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:  - 💭 Think Big - We're building the future of rail  - ✔️ Own It - We focus on every customer, partner and journey  - 🤝  Travel Together - We're one team  - ♻️ Do Good - We make a positive impact  We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated. Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn https://www.linkedin.com/company/trainline/, Instagram https://www.instagram.com/lifeattrainline/ and Glassdoor https://www.glassdoor.co.uk/Overview/Working-at-Trainline-EI_IE249203.11,20.htm!