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Call Centre Quality Analyst

Location: Manchester

Salary: £24,000 + Benefits

Job Type: Permanent

Job ID: 168563

Call Centre Quality Analyst - £24,000 + Benefits

 

  • Starting salary of £24,000

  • Great working hours – Monday to Thursday 10am – 6.30pm and early finish on a Friday. No weekends

  • Initially a home working role with a view to being in the office next year

  • Manchester City Centre

 

This is a rare opportunity to join an industry leading business as they continue to expand their operation due to on-going success. An experienced Call Quality Analyst you will help the business grow by ensuring all agents are meeting both industry and company compliance and quality standards.

 

In this role you will work alongside the management team to help improve overall performance and develop the quality framework.

 

Responsibilities:

 

  • Conducting call quality checks using a scorecard, ensuring all calls meet the agreed customer service and compliance standards.

  • Providing feedback to both agents and managers

  • Producing monthly MI reports on performance, identifying trends and opportunities

  • Continuous improvement of the quality framework and structure

 

About you:

 

  • Previous experience in a contact centre call quality role within a regulated environment

  • Excellent analytical, decision making and problem-solving skills

  • Passionate customer experience

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent communication skills at all levels

 

Key words: Call Centre Quality Analyst, Call Quality, Quality Analyst, Compliance, Quality,

 

Salary £24,000 + Benefits

 

Please apply immediately via the link…

 

Matt Lazenby