Call Quality Administrator

Better; Bournemouth; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Early finish Fridays

Onsite café

Gym access

Birthday off

Beachside location

Employee Assistance Programme (EAP)

Staff awards

Job summary

Better in Bournemouth is seeking a meticulous Call Quality Administrator to monitor calls, assess quality against standards and drive improvements in customer service delivery.

You will record scores, provide constructive feedback, maintain accurate records, and support the team with data insights. The role offers a vibrant office environment, 25 days holiday plus bank holidays, early finish Fridays, and continuous training.

Qualifications

• Strong attention to detail and excellent organisational skills.
• Experience in administration, customer service, quality or a call-centre environment.
• Confident listening to calls and providing clear, constructive feedback.
• Strong communication skills, both written and verbal.
• Comfortable working with data and identifying trends.

Responsibilities

• Listen to and assess calls against quality, compliance and customer service standards.
• Review calls against set criteria and accurately record scores and feedback.
• Identify areas for improvement in approach, communication and call handling.
• Provide clear, constructive and consistent feedback to team members.
• Maintain accurate records of all quality assessments and results.

Skills

Attention to detail

Organisational skills

Administration

Customer service

Quality assessment

Call-centre experience

Communication skills

Data handling

Job description

Job Title: Call Quality Administrator

Location: Office based, Bournemouth

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.

Role Overview

We are seeking a meticulous and detail-oriented Call Quality Administrator to join our dynamic team. The successful candidate will be responsible for listening to and assessing the quality of calls, ensuring that our standards are consistently met and exceeded. This role is crucial in helping us maintain our reputation for service excellence.

Responsibilities:

• Listen to and assess calls against quality, compliance and customer service standards.
• Review calls against set criteria and accurately record scores and feedback.
• Identify areas for improvement in approach, communication and call handling.
• Provide clear, constructive and consistent feedback to team members.
• Maintain accurate records of all quality assessments and results.

• Strong attention to detail and excellent organisational skills.
• Experience in administration, customer service, quality or a call-centre environment.
• Confident listening to calls and providing clear, constructive feedback.
• Strong communication skills, both written and verbal.
• Comfortable working with data and identifying trends.
• Ability to work independently and as part of a team.
• A fair, consistent and objective approach to assessing performance.

• Annual salary: £28,000 per year
• 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 and Christmas shutdown
• 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.
• Access to a confidential third-party Employee Assistance Programme (EAP), including an online GP service and counselling sessions whenever you need them.
• Ongoing training and development opportunities.
• Enjoy events such as summer parties, Christmas celebrations and charity fundraisers.
• Access to discount at popular retailers