Quality Analyst - £28k + Great Perks

Do you enjoy listening to customer conversations and understanding what great service looks like?

Are you confident providing constructive feedback and helping teams improve their performance?

If you're detail-oriented, quality-driven, and passionate about customer experience, this could be the role for you!

We're seeking a proactive and analytical Call Quality Administrator to support our client's commitment to customer service excellence. You'll be responsible for monitoring and evaluating customer calls, identifying areas of success and improvement, and helping to ensure high standards are maintained across the business. This is an important role that directly contributes to enhancing both customer experience and team performance.

JOB TITLE: Call Quality Administrator

PERKS: Working in a supportive and collaborative working environment, 25 days' holiday plus bank holidays (increasing with length of service), your birthday off, and a Christmas shutdown. Additional benefits include early finish Fridays, a modern Bournemouth office, regular staff awards and social events, ongoing training and development opportunities, and access to discounts at a range of popular retailers.

COMPANY: Telecoms

CONTRACT: Permanent

HOURS: 9am - 5pm Monday to Friday

START: ASAP

SALARY: 28,000

LOCATION: Bournemouth

CULTURE: Vibrant, successful and thriving team

THE ROLE:

• 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.
• Analyse 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

EXPERIENCE:

• Previous experience in a call quality, quality assurance, customer service, or similar role.
• Experience reviewing customer interactions and assessing calls against quality standards.
• Strong analytical skills with the ability to identify trends, opportunities for improvement, and areas of best practice.
• Confidence in delivering clear, constructive, and professional feedback to support performance improvement.

Contact our team today to hear more about this or other opportunities. Office Angels South Coast Team - (phone number removed) or email your CV to (url removed).

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.