Quality Analyst – £28k + Great Perks

About the role

We are looking for a proactive Call Quality Administrator to join a leading telecom client in Bournemouth. In this role you will monitor customer calls, evaluate performance against quality standards and help drive continuous improvement across the contact centre.

Key responsibilities

• Listen to and assess inbound and outbound calls for quality, compliance and customer experience.
• Provide clear, constructive feedback to agents and managers.
• Develop and maintain call quality evaluation criteria and standards.
• Analyse call data trends to identify improvement opportunities.
• Collaborate with training and operations teams to implement quality improvement initiatives.
• Maintain accurate records of all quality assessments.

Required profile

• Previous experience in call quality, quality assurance, customer service or a similar role.
• Strong analytical ability to spot trends and areas for improvement.
• Confidence in delivering professional feedback to support performance.

Required skills

What we offer

• Supportive, collaborative environment with a vibrant team culture.
• 25 days holiday plus bank holidays, birthday off and a Christmas shutdown.
• Early finish Fridays, modern office in Bournemouth and regular social events.
• Ongoing training, development opportunities and staff awards.
• Access to discounts at popular retailers.