Call Quality Specialist - Drive Service Excellence & Insights

Better; England; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

Birthday off

Christmas shutdown

Early finish Fridays

Onsite gym

Office café

Beachside Bournemouth location

Monthly staff awards

Job summary

Better, Bournemouth-based telecommunications provider, is seeking a meticulous Call Quality Administrator to join our team. You will listen to, assess and score calls to ensure customer service standards are met and exceeded, supporting our reputation for service excellence.

Collaborating with training and operations, you will provide actionable feedback, maintain evaluation criteria, and analyse trends to identify improvements and training needs.

Qualifications

• Proven experience in call quality analysis or related roles.
• Experience listening to calls and scoring call quality.
• Strong analytical skills to assess call data and quality metrics.

Responsibilities

• Monitor and evaluate calls for quality, compliance, and customer experience.
• Provide actionable feedback to agents and management to improve performance.
• Develop and maintain call quality standards and evaluation criteria.
• Analyse call data trends to identify areas for improvement.
• Collaborate with training and operations teams to implement quality improvement strategies.
• Maintain accurate records of quality assessments.

Skills

Call quality analysis

Analytical skills

Constructive feedback

Job description

Better, Bournemouth-based telecommunications provider, is seeking a meticulous Call Quality Administrator to join our team. You will listen to, assess and score calls to ensure customer service standards are met and exceeded, supporting our reputation for service excellence.

Collaborating with training and operations, you will provide actionable feedback, maintain evaluation criteria, and analyse trends to identify improvements and training needs.