Call Quality Administrator

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

Benefits offered by this job

25 days holiday + bank holidays

Birthday off

Early finish Fridays

Onsite cafe and gym

Beachside Bournemouth location

Staff awards

Employee Assistance Programme (EAP)

Training and development

Team events

Retail discounts

Job summary

Better, based in Bournemouth, England, is seeking a meticulous Call Quality Administrator to join the team. The role focuses on listening to and assessing calls to ensure quality, compliance and customer service standards are met and exceeded, with opportunities for development in a collaborative, supportive office environment.

The position involves recording scores, providing constructive feedback, and maintaining thorough quality records, while benefiting from a modern office, 25 days holiday,

Qualifications

• Experience in administration, customer service, quality or a call-centre environment.
• Confident listening to calls and providing clear 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.

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

Customer service experience

Communication skills

Data analysis

Teamwork

Feedback delivery

Independent working

Job description

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.

Requirements

• 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

Call Quality Administrator • Bournemouth, England, GB