Job Title: Call Quality Analyst
Location: Office based, Bournemouth
Salary: £28k
About Us
Better is a leading provider of telecommunications solutions, dedicated to delivering exceptional service to our customers. We pride ourselves on our innovative approach and commitment to customer satisfaction. Our Bournemouth office is a vibrant and supportive environment where every team member plays a crucial role in our success.
Key Responsibilities
* Monitor and evaluate inbound and outbound calls to ensure adherence to company policies and quality standards
* Provide constructive feedback and recommendations for improvement
* Maintain detailed records of call evaluations and performance metrics
* Collaborate with team leaders and management to implement quality improvement initiatives
* Participate in calibration sessions to ensure consistency in call evaluations
Requirements
* Previous experience in a call centre or contact centre environment
* Experience in call quality analysis, QA, compliance, or call monitoring is highly desirable
* Strong ability to evaluate inbound and outbound calls against set criteria and quality standards
* Confident in providing clear, constructive feedback to support performance improvementAbility to maintain accurate records and track performance metrics
* Strong written and verbal communication skills
* Able to work consistently and objectively, following scoring guidelines
* Comfortable working in a fast-paced, performance-driven environment
Benefits
* Opportunity to work in a dynamic and supportive team environment
* 25 days holiday plus bank holidays, increasing by 1 day for every year of service, plus your birthday off
* Early finish Fridays
* Modern office with an onsite café and gym and Central Bournemouth location, just 2 minutes from the beach
* Monthly staff awards with quarterly dinner and drinks at top local restaurants
* Ongoing training and development opportunitiesEnjoy events such as summer parties, Christmas celebrations and charity fundraisers
* Access to discount at popular retailers
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