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Call Analysts

Martec Europe Limited
Remote

Quick apply

Job details

Temporary | Permanent | Part-time
Up to £12.71 an hour
4 days ago

Benefits

Work from home

Qualifications

Microsoft Outlook
GCSE
English
Quality assurance
Communication skills

Full job description

Call Analyst (Remote Working)

About the Role

We are looking for highly accurate and detail-oriented Call Analysts to join our team.

As a Call Analyst, you will listen to recorded conversations between customers and salespeople, assessing each call against our quality criteria. Your role is to ensure every call is scored accurately, consistently, and fairly, providing both objective scoring and constructive feedback where required.

Using our online quality monitoring platform, you will review customer enquiries and appointments, identify key information discussed during the call, and complete detailed scorecards in line with our scoring guidelines.

This is a role where accuracy is key. You will need to remain focused while listening to calls, follow detailed guidance, and make consistent decisions based on the evidence within each conversation.

The position is primarily home-based following successful completion of training.

Key Responsibilities

Listen to recorded customer and salesperson conversations.
Accurately score calls against detailed quality standards.
Record both objective and subjective feedback using our online platform.
Follow scoring guidance and quality procedures consistently.
Maintain a high level of accuracy across all work completed.
Meet individual quality and productivity targets.
Work independently while maintaining excellent attention to detail.

What We're Looking For

We're looking for people who:

Have exceptional attention to detail.
Can maintain concentration while completing repetitive tasks.
Are able to follow detailed written guidance accurately.
Have excellent listening skills.
Possess good written English and clear communication skills.
Are comfortable using computers and web-based systems.
Can work independently from home with minimal supervision.
Take pride in producing accurate, consistent work.

Previous quality assurance or call monitoring experience is beneficial but not essential, as full training will be provided.

Training & Recruitment Process

The interview and initial training are held in person at our Chesham office and attendance is essential.

Successful candidates will receive comprehensive training covering:

How to assess and score calls.
Understanding our scoring criteria.
Data protection and confidentiality requirements.
Practical scoring exercises using real examples.
Accuracy and consistency assessments.

Following successful completion of training and demonstration of the required quality standards, you will transition to working remotely.

Ongoing coaching, feedback and support will be provided throughout your probation period.

Home Working Requirements

To work remotely you will need:

Your own computer or laptop.
Reliable broadband internet.
A quiet working environment free from distractions during your shift.
The ability to work independently while maintaining productivity and quality standards.

What We Offer

Primarily remote working after successful completion of in-person training.
Full training and ongoing support.
Permanent and temporary positions available.
Flexible shift patterns.
Performance bonus scheme following successful completion of a three-month probation.
28 days' holiday (pro rata).
Monthly contribution towards broadband

Job Types: Part-time, Permanent

Pay: Up to £12.71 per hour

Benefits:

Work from home

Application question(s):

If selected, are you able to attend an in-person interview at our Chesham office and the required training if successful?

Work Location: Remote

Quick apply

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