Call Quality Analyst

Call Quality Analyst Are you an experienced Call Quality professional looking to join an award-winning company?This could be the perfect role for you!The RoleAs a Call Quality Analyst, you will be responsible for auditing customer calls, ensuring they meet internal standards and maintaining our high level of customer service. Using Nexidia/Nice speech analytics software, you’ll monitor calls for trends and manually score selected calls based on relationship building, empathy, and customer outcomes.The CompanyOur client is a highly accredited employer that values its people as the key to success. They offer a nurturing environment with plenty of support, social activities, career development opportunities, and believe in fostering a strong team culture where you can challenge yourself and grow within the business.BenefitsSome of the benefits on offer for the Call Quality Analyst include:30-hour workweek, offering a fantastic work/life balance22 days of annual leave plus Bank Holidays, extending with serviceContributory Pension SchemeVarious bonus schemesWhat’s Required?The ideal candidate for this role will have the following:Prior experience in a Call Quality roleStrong verbal and written communication skillsAbility to work in a fast-paced, dynamic environmentProficiency in Microsoft OfficeExperience with speech analytics softwareKnowledge of SRA and FCA regulationsUnderstanding of Treating Customers Fairly principlesWhat's Next?Ready to make an impact in an award-winning firm? Apply now and join our team as a Call Quality Analyst!