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