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:
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
