Call Quality Coordinator – Feedback & Improvement

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, 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,