Call Quality CQ Analyst

Are you Call Quality professional looking for a new challenge?

As a Call Quality Analyst in our Compliance department, youll play a vital role in evaluating agent calls against our internal scorecard, ensuring the highest standards. Your feedback, whether improvement areas or praise, is key to maintaining call quality, alongside our speech analytics system, which scores 100% of calls.

You'll provide a balanced view of the customer experience, helping demonstrate the right behaviours across all agents to assure our clients and regulators that we deliver knowledgeable, supportive, and outcome-focused service. Whether assisting with repayment solutions or signposting customers to support, your role is crucial in meeting quality assurance policies and regulatory expectations.

You'll also take part in call calibration meetings, sharing insights, best practices, and recommendations - because your opinion matters. Regardless of your sector background, we'll support your professional growth and teach you the 'BW Way'. Once confident, you could also support Compliance with root cause analysis and complaint response reviews.

You will work 30 hours per week, Monday to Friday, 10am - 4pm, for a starting salary of up to £24,000, depending on experience, with a transparent pay banding structure for future earnings. If you have extensive CQ experience, we may consider salaries outside of the advertised banding. The role also offers ability to top up your earnings with agreed optional overtime.

What you will be doing:

• Call quality scoring against our internal scorecard
• Working to weekly call targets
• Identifying trends and completing evaluation forms back to our Contact Centre management team
• Sharing and embedding best practices to drive process improvements
• Supporting the Compliance department with complaints and quality checks

We ask you to have the following skills and experience:

• Minimum of 12 months in a CQ role, with more experience paying the higher starting salary, however all applicants and experience levels are welcome
• Excellent verbal and written communication skills
• Enjoys working in a fast-paced and dynamic environment
• Understanding of Microsoft Office suite of products

While not essential, the below experience would be advantageous:

• Any experience of speech analytics software
• Knowledge of SRA and FCA regulators and their governance over regulated companies
• Knowledge of Treating Customers Fairly principles

Rewarding your commitment and success

Our people are at the heart of our business, which is why Your BW Rewards offers a comprehensive benefits package designed to support your overall well-being. These benefits include:

Lifestyle Rewards

• 30 hour working week
• Free offsite parking
• 22 days of annual leave + bank holidays, as well as paid leave on your birthday and additional paid leave on Christmas Eve and New Year's Eve when falling on a weekday
• Flexible holiday policy: use, buy and sell up to 5 days worth of holiday, dependent on length of service, as well as enjoy flexibility as some holiday allowance can used by the hour
• Extra holiday for length of service: 1 extra day earned following your 2nd, 3rd and 4th year of service
• Enhanced maternity, paternity and adoption pay
• Business-casual dress code

Financial Rewards

• Be Here at BW: a monthly and quarterly bonus based on attendance and punctuality
• Death in service benefit: 6 times annual salary
• Income protection: receive 75% of your salary for up to two years if you're unable to work (subject to eligibility criteria)
• My Staff Shop: access a range of discounts and savings at UK retailers
• Travel support: free parking, bus discounts and cycling facilities
• Leeds Credit Union: access to preferential rates
• Contributory pension scheme

Personal Growth Rewards

• Learn and Earn: top up your income by investing in your personal and professional development outside of working hours
• Learning and Development allowance: paid time to learn during working hours
• Professional qualifications: financial and study support

Health Rewards

• Free gym membership
• On Site GP: access to a specialist prescribing GP who comes on-site fortnightly
• Virtual GP: access to virtual 24/7 prescribing GP for you and your family
• Physiotherapist: access to a specialist physiotherapist who comes on site monthly
• Health cash back plan: over £3,000 to manage your well-being, including dental, optical and physiotherapy, helping you to be healthy and at your best
• Employee assistance programme: 24/7 helpline, including up to 8 free counselling sessions
• Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work

Engagement Rewards

• BW colleague events: parties, darts, bowling, axe throwing and laser quest, to name just a few
• Regular charity fundraising including fun games, street food, raffles, auctions and more

BW Legal is dedicated to helping you reach your full potential and thrive in our welcoming and exciting culture. Join us and be part of our success

As a proud Disability Confident employer, we are committed to equal opportunities for all. If you require any reasonable adjustments during the recruitment process, please let us know