Call Quality Analyst

Job Title: Call Quality Analyst

Location: Office based, Bournemouth

Salary: £28k

About Us

Better is a leading provider of telecommunications solutions, dedicated to delivering exceptional service to our customers. We pride ourselves on our innovative approach and commitment to customer satisfaction. Our Bournemouth office is a vibrant and supportive environment where every team member plays a crucial role in our success.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls to ensure adherence to company policies and quality standards
• Provide constructive feedback and recommendations for improvement
• Maintain detailed records of call evaluations and performance metrics
• Collaborate with team leaders and management to implement quality improvement initiatives
• Participate in calibration sessions to ensure consistency in call evaluations
  
  

• Previous experience in a call centre or contact centre environment
• Experience in call quality analysis, QA, compliance, or call monitoring is highly desirable
• Strong ability to evaluate inbound and outbound calls against set criteria and quality standards
• Confident in providing clear, constructive feedback to support performance improvement
• Ability to maintain accurate records and track performance metrics
• Strong written and verbal communication skills
• Able to work consistently and objectively, following scoring guidelines
• Comfortable working in a fast-paced, performance-driven environment
  
  

• Opportunity to work in a dynamic and supportive team environment
• 25 days holiday plus bank holidays, increasing by 1 day for every year of service, plus your birthday off
• Early finish Fridays
• Modern office with an onsite café and gym and Central Bournemouth location, just 2 minutes from the beach
• Monthly staff awards with quarterly dinner and drinks at top local restaurants
• Ongoing training and development opportunities
• Enjoy events such as summer parties, Christmas celebrations and charity fundraisers
• Access to discount at popular retailers