Call Quality Specialist – Bournemouth Office

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

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.