Role: Call Quality Specialist
Newcastle (NE12 8BU)
If you are interested in applying for this job, please make sure you meet the following requirements as listed below.
£25,000 rising to £26,000 + performance bonus
MondayFriday, 9:0017:30 (no weekends)
Were 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 Were 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
Were the No.1 global leader in professionally monitored security, protecting over 6.2 million customers worldwide .
Were a fast growing business with strong progression opportunities, and we invest in developing our people.
Apply
Apply now and well be in touch. xkybehq
All successful applicants will be subject to a DBS check (provided by the company).