Call Quality & Compliance Analyst — Insight & Calibration

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

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.