Call Quality Analyst - Compliance

BW Legal; Leeds; On-site; GBP 14,000 - 24,000; Part time

Benefits offered by this job

30 hour working week

Free offsite parking

23 days annual leave + bank holidays

Birthday leave on applicable holidays

Flexible holiday policy

Extra holiday for length of service

Maternity, paternity and adoption pay

Business casual dress code

Job summary

BW Legal is seeking a Call Quality Analyst to join the Compliance team in Leeds. The role reviews agent calls against a quality framework, highlighting best practices and areas for improvement to enable fair, outcome-focused customer conversations.

The 30-hour week is office-based with fixed start times. Salary is up to £24,000 depending on experience, with potential overtime and progression within a transparent pay banding structure.

Qualifications

• At least 12 months’ Call Quality experience is ideal, but applicants with related experience are welcome.
• Strong verbal and written communication skills for clear observations within calibration.
• Positive, organised approach and ability to work in a fast-paced environment.
• Good working knowledge of Microsoft Office products.

Responsibilities

• Score calls against internal quality framework and capture clear insights.
• Work to weekly targets while maintaining accuracy and consistency.
• Identify trends and share evaluation outcomes with Contact Centre management.
• Contribute to calibration activities to support coaching and development.
• Support Compliance team with Quality Checks, Root Cause Analysis, Subject Access Requests and review responses.

Skills

Call Quality experience

Verbal communication

Written communication

Attention to detail

Fast-paced environment

Education

-

Tools

Speech analytics software

Microsoft Office

Job description

Call Quality Analyst — Compliance

Are you an experienced Call Quality professional who enjoys spotting what excellent customer service looks like and helping teams get even better? If you are looking for a role where your insight is valued, your work makes a visible difference, and your development is supported. Then this could be a great opportunity for you to join BW Legal.

In this role, you’ll work within our Compliance Department, reviewing agent calls against our internal scorecard and helping us maintain consistently high standards. Your evaluations will highlight great practice, identify improvement areas and support fair, knowledgeable, outcome-focused conversations with customers.

You’ll also contribute to calibration within the Call Quality Department, sharing trends and insight that help support and nurture talent across our Contact Centre. We use speech analytics to score 100% of calls, and your role will bring the human insight that helps turn data into meaningful assurance and continuous improvement as we strive for customer service excellence on every call.

This is a 30-hour-per-week, office-based role, working Monday to Friday. The available working hours are either 8:30am to 2:30pm, 9:00am to 3:00pm, or 10:00am to 4:00pm.

The starting salary is up to £24,000, depending on experience. We have a transparent pay banding structure for future progression. For candidates with extensive Call Quality experience, we may consider salaries outside the advertised banding. There is also the opportunity to top up your earnings through agreed optional overtime.

What you’ll be doing:

• Scoring calls against our internal quality framework and capturing clear, accurate insights
• Working to weekly individual and Department targets while maintaining accuracy and consistency
• Identifying trends and sharing evaluation outcomes with our Contact Centre management team
• Contributing to calibration activity and sharing observations that support coaching, development and continuous improvement across the Contact Centre
• Supporting the wider Compliance team with Quality Checks, Root Cause Analysis, Subject Access Requests and Complaint response reviews as your knowledge grows

What we’re looking for:

• At least 12 months’ experience in a Call Quality role would be ideal, although we welcome applicants with different levels of relevant experience
• Strong verbal and written communication skills, with the ability to explain observations clearly and constructively within a calibration environment
• A positive, organised approach and the ability to work well in a fast-paced environment
• Good working knowledge of Microsoft Office products

It would also be great if you have:

• Experience using speech analytics software
• Knowledge of SRA and FCA regulatory expectations
• An understanding of Treating Customers Fairly principles

If you bring the right attention to detail, curiosity and commitment to fair customer outcomes, we’ll support you to build your knowledge and succeed the BW Way.

What we can offer you:

As a Gold-accredited Investors in People employer and a Platinum-accredited Investors in Wellbeing organisation, we're proud to be a diverse employer where belonging sits at the heart of everything we do. Delivering an outstanding colleague experience where everyone feels 'safe to belong' is a core part of the BW Legal family culture.

We offer ongoing and industry-leading training delivered by experienced colleagues from our in‑house Learning and Development team. This covers both technical and professional skills throughout your entire BW Legal career journey, including continued professional development, mentoring and study support.

Rewarding your commitment and success:

At BW Legal, we believe that when life feels balanced, work feels better. That's why we're committed to creating an environment where colleagues feel supported to be their best, both professionally and personally.

Our Balance Within wellbeing strategy takes a holistic approach, offering a comprehensive package of support to help you find what balance looks like for you. From health and personal development to lifestyle support, our benefits package worth over £10,000 (this includes all benefits costings), in your first year will help you thrive at work and beyond.

Benefits include:

• 30 hour working week
• Free offsite parking (saving you up to £9 a day compared to local car parks)
• 23 days of annual leave, plus bank holidays
• In addition, paid leave on your birthday, as well as on Christmas Eve and New Year's Eve when falling on a weekday
• Flexible holiday policy: use, buy and sell holiday (within policy limits), as well as enjoy flexibility as some holiday allowance can be used by the hour
• Extra holiday for length of service: 1 extra day earned following your 2nd, 3rd and 4th year of service
• Enhanced maternity, paternity and adoption pay
• Business‑casual dress code

Enjoy a Secure Future with our Financial Rewards:

• Be Here Living Our Values: a monthly and quarterly tax and NI free bonus based on attendance and punctuality, worth up to £828 in your first year, rising to a maximum of £4,194 by your sixth year of employment
• Death in service cover: Financial protection worth six times your annual salary
• Income protection: receive 75% of your salary for up to two years if you're unable to work (subject to eligibility criteria)
• Discounted shopping: access discounts and savings at thousands of UK retailers with My Staff Shop (with the average user saving over £1,000 per year!)
• Travel support: Free parking, bus discounts with First and Arriva, and secure cycle storage facilities.
• Money4U with Leeds Credit Union: access to preferential savings and loans rates
• Contributory pension scheme
• British Gas discount: Access to an exclusive money‑saving energy tariff for your gas and electricity
• Discounted legal services: 10% off personal legal services with Chadwick Lawrence Solicitors, including conveyancing, family law and will writing

Elevate yourself with our Personal Growth Rewards:

• Learn and Earn: top up your income with up to £720 per year by investing in your personal and professional development outside of working hours
• Learning and Development allowance: paid time to learn during working hours
• Professional qualifications: financial and study support, from apprenticeships to specialist degree‑level courses

Power Up your wellbeing with our Health Rewards:

• Free gym membership with our local partner, or discounted membership at over 3,600 gyms nationwide
• On Site GP: access to a specialist prescribing GP who comes on‑site fortnightly
• Virtual GP: access to virtual 24/7 prescribing GP for you and your family
• On‑Site Physiotherapist: Support for aches, pains and injury prevention, whether you need treatment or proactive care, available at a 10% discount to our colleagues
• Health cash back plan: Claim back up to £3,700 on dental, optical, physiotherapy, prescriptions and wellbeing treatments.
• Discounted dentistry: Reduced rates on dental plans and 10% off treatments with Leeds Dental Clinic
• Employee assistance: 24/7 helpline, including up to 8 free counselling sessions
• Wellbeing supported by colleague ambassadors: dedicated champions for wellbeing, learning and development, and menopause, who listen, gather feedback, and guide colleagues to the right support and resources.
• Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work
• Be Connected and Conscious with our Engagement Rewards
• Colleague events: From darts and bowling to quizzes and parties, there are plenty of opportunities to connect and unwind together.
• Regular charity fundraising for local causes through games, raffles and more

BW Legal is dedicated to helping you reach your full potential and thrive in our welcoming and exciting culture. Join us and be part of our success!

As a proud Disability Confident employer, we are committed to equal opportunities for all. If you require any reasonable adjustments during the recruitment process, please let us know at [e-mail].