Call Quality Analyst

Seeking a detail-oriented Call Quality Analyst to monitor and assess customer interactions, provide actionable feedback, and drive continuous improvement initiatives within a call center environment.

Requirements

• Monitor and evaluate calls for quality, compliance, and customer experience.
• Provide actionable feedback to agents and management to improve performance.
• Develop and maintain call quality standards and evaluation criteria.
• Analyze call data trends to identify areas for improvement.
• Collaborate with training and operations teams to implement quality improvement strategies.
• Maintain accurate records of quality assessments and prepare reports.

Benefits

• 25 days holiday plus bank holidays
• Early finish Fridays
• Modern office with onsite café and gym
• Monthly staff awards
• Ongoing training and development opportunities
• Access to discount at popular retailers