Level 3, Customer Service
My job summed up
I am a Quality Analyst for a key client, supporting analysts and the Team Leader on our busy IT Service Desk. We improve standards of service and I also help with the training of new and existing staff and produce monthly quality reports to identify any areas for improvement.
What impact do you feel you’ve had since joining?
I have had positive impact since joining, as I have used my customer skills to give feedback to agents and team leaders, face-to-face. I also give induction presentations to new starters to brief them on the quality standards required on the service desk. My team trust me to do the job, to the best of my abilities, and always try to meet my deadlines. I have also had good feedback from the agents on the desk who have taken my advice on board and improved key areas.
What have you learned since starting you’re apprenticeship?
Since starting my apprenticeship I have learnt so much and have also become a more confident person. I took this apprenticeship not knowing what I wanted to do as a career, but my apprenticeship has helped me realise that I want to continue in an environment where I can further develop my customer service skills. I have also learnt so much about Atos and their key values. I continue to learn new things each day which make me a better person and aide me to understand my role even more. Knowing that my contributions to Atos are recognised all the time makes the apprenticeship even better.
Find out more about our Customer Service scheme >
Begin your digital journey in a customer focused environment