Job Title: Call Quality Analyst
Location: Office based, Bournemouth
Salary: £28,000
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
We are seeking a meticulous and detail-oriented Call Quality Analyst to join our dynamic team. The successful candidate will be responsible for listening to and assessing the quality of calls, ensuring that our standards are consistently met and exceeded. This role is crucial in helping us maintain our reputation service excellence.
Responsibilities:
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Monitor and evaluate calls for quality, compliance, and customer experience.
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Provide actionable feedback to agents and management to improve performance.
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Develop and maintain call quality standards and evaluation criteria.
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Analyse call data trends to identify areas for improvement.
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Collaborate with training and operations teams to implement quality improvement strategies.
Maintain accurate records of quality assessments
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Requirements
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Proven experience in call quality analysis or related roles.
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Strong analytical skills to assess call data and quality metrics.
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Excellent communication and interpersonal skills.
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Ability to provide constructive feedback to team members.
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Detail-oriented with strong organizational skills.
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Familiarity with call centre operations and customer service standards.
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Proficiency with call monitoring and quality assurance tools is a plus.
Benefits
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Opportunity to work in a dynamic and supportive team environment.
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25 days holiday plus bank holidays, increasing by 1 day for every year of service, plus your birthday off
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Early finish Fridays
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Modern office with an onsite café and gym and Central Bournemouth location, just 2 minutes from the beach.
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Monthly staff awards with quarterly dinner and drinks at top local restaurants.
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Ongoing training and development opportunities.
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Enjoy events such as summer parties, Christmas celebrations and charity fundraisers.
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Access to discount at popular retailers
