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Quality - Business Analyst in Peterborough

Job description

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.


Quality Business Analyst


Competitive Salary + Benefits


About the role


An exciting new role of Quality Business Analyst. You will play a crucial role in the Quality management team through the analysis of our customer contact, supporting the business to test hypothesis and run complex queries to understand the root cause of our contact, trend contact types, spot emerging trends and review quality of interaction. This analysis will provide the catalyst for managers to implement and drive real sustainable change across the business and support business case development. 

The successful individual into this post will come with a demonstrable background in business analysis and will possess the drive and determination to put the customer at the heart of everything they do.


About the department / team


A cross functional team working across the UK Customer Contact Centre (CCC) interacting within the wider business to tackle the root cause of customer issues. The role is in direct response to our UK CCC transformation focusing on improving the customer proposition whilst driving efficiencies. The quality function and mining of contacts to understand the real root cause of contacts will be critical to this success.


Key accountabilities / responsibilities


Our Quality Business Analyst will provide analytical support to the Quality and Knowledge Manager to embed a quality management approach to optimise practices, enhance quality of service, increase efficiency, reduce waste, contact avoidance & improve sales. You will also develop and test hypothesis (through queries)  of contact reasons / contact quality and understand, track and baseline contact reasons and improvement initiatives.  You will also:

  • Provide insight and analysis on ‘known’ and ‘unknown’ contact factors – continuously refining speech and text queries to optimise relevance
  • Act a ‘trusted advisor’ to contact centre leadership and managers providing them information and insight to drive their business
  • Use an analytical approach to deep dive on contacts (Voice, Offline, Chat, Social Media) and drive insight
  • Support the development of business cases with repeatable data insight to drive sustainable change
  • Proactively raise issues as they occur and provides the insight/analysis to support decision making

Skills and experience


Our ideal candidate will possess the following:

  • Experience of data analysis to drive business change
  • Be inquisitive in nature with a proactive approach to problem solving
  • Capability to clearly and concisely communicate complex information to the wider quality team, within the contact centre and to support business cases
  • Ability to identify trends and behaviour from multiple data points and present analysis on patterns and root causes of issues
  • Be highly Self-motivated with the ability to work well to targets
  • Ability to probe and challenge Customer Contact Centre business owners to translate business requirements in order to build and design reporting solutions
  • Experience of using knowledge of the (a) business and data to discover and/or anticipate problems or opportunities where data can be leveraged to address the need


  • Experience within Contact Centre or the Travel or Leisure industry
  • Experience utilising speech and text analytics


Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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