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Contact Centre Quality Analyst

Location: Manchester

Salary: £24,000

Job Type: Permanent

Job ID: 169183

Are you excited by the prospect of joining an industry-leading business as they continue to expand?

We have an opportunity for an experienced Contact Centre Quality Analyst to join a motivated team during an exciting period of growth. You will ensure all agents are meeting both industry and company compliance and quality standards.

 

Great working hours Monday to Thursday 10am – 6.30pm and an early finish on Fridays. No weekends!

 

Manchester City Centre call centre.

The starting salary is £24,000.

 

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 about customer experience

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

  • Excellent communication skills at all levels

 

If you’re a Quality Analyst passionate about delivering exceptional customer experiences, we’d love to hear from you. Send your CV across today and a member of our team will be in touch.