Call Quality Administrator

About the Company

Better is a leading provider of telecommunications solutions, dedicated to delivering exceptional service to our customers. Our Bournemouth office is a vibrant and supportive environment where every team member plays a crucial role in our success.

Responsibilities

• 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

Requirements

• Proven experience in call quality analysis or related roles
• Experience listening to calls and scoring call quality
• Strong analytical skills to assess call data and quality metrics
• Ability to provide constructive feedback to team members

Benefits

• Annual salary of £28,000 per year
• 25 days holiday plus bank holidays, increasing by 1 day for every year of service
• Birthday off and Christmas shutdown
• Early finish Fridays
• Modern office with an onsite café and gym
• Monthly staff awards with quarterly dinner and drinks
• Ongoing training and development opportunities
• Access to discounts at popular retailers