Role: Call Quality Specialist Newcastle (NE12 8BU) £25,000 rising to £26,000 performance bonus Monday–Friday, 9:00–17:30 (no weekends) We’re hiring a Call Quality Specialist to join our growing Newcastle team. This is a 50/50 split role between call quality and hands on retention, ideal for someone who understands what great calls look like and wants to play a key part in improving team performance. The Role Call Quality & Coaching (50%) Monitor and evaluate inbound and outbound retention calls Identify trends, risks, and improvement areas Provide structured feedback to agents Support coaching sessions and occasional training delivery Work closely with management to improve performance and compliance Customer Retention (50%) Handle inbound calls focused on retaining customers Manage objections and deliver strong customer outcomes Stay close to live call trends and team challenges Lead by example with high-quality call handling What We’re Looking For Experience in a call centre environment (retention or QA preferred) Confident giving constructive feedback to others Strong attention to detail and analytical mindset Comfortable working with call data and performance metrics A proactive team player who leads from the front This role suits someone in retention or a senior agent position looking to move into quality, or someone with QA experience who wants to stay hands-on. Salary & Benefits 21 days holiday (rising with service) Birthday off Private healthcare & MediCash Discounted gym membership Onsite café & canteen PerkBox discounts Cycle to Work scheme Employee referral bonus About Us We’re the No.1 global leader in professionally monitored security, protecting over 6.2 million customers worldwide. We’re a fast growing business with strong progression opportunities, and we invest in developing our people. Apply now and we’ll be in touch. All successful applicants will be subject to a DBS check (provided by the company).