Call Quality Analyst

Job Title: Call Quality Analyst

Company: Better

We are seeking a detail-oriented and dedicated Call Quality Analyst to join our team at Better. In this role, you will be responsible for monitoring and assessing the quality of customer interactions across multiple channels to ensure compliance with our service standards and to enhance customer satisfaction.

The ideal candidate will have a strong understanding of call quality metrics and a passion for driving continuous improvement initiatives within a call center environment.

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.
• Analyze 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 and prepare reports.

Requirements

• Proven experience in call quality analysis or related roles.
• Strong analytical skills to assess call data and quality metrics.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback to team members.
• Detail-oriented with strong organizational skills.
• Familiarity with call center operations and customer service standards.
• Proficiency with call monitoring and quality assurance tools is a plus.

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