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.

Role Overview

This role is responsible for monitoring and evaluating inbound and outbound calls to ensure they meet company policies and quality standards. You will provide clear, constructive feedback, maintain accurate records of performance, and work closely with team leaders to support continuous improvement and consistency across the business.

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.

Requirements

• 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

Benefits

• 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