Call Quality Analyst

1 week ago


Leeds UK, West Yorkshire, United Kingdom Corriculo Recruitment Full time

Call Quality Analyst, Leeds, COR6985


Are you a seasoned Call Quality professional looking to be part of an award-winning team? This could be the ideal opportunity for you


The Role


As a Call Quality Analyst, your main responsibility will be to audit customer interactions, ensuring they align with internal standards and maintain our exceptional customer service. You'll utilize Nexidia/Nice speech analytics software to track call trends and manually assess selected calls based on key factors like relationship building, empathy, and customer outcomes.


The Company


Our client is a well-regarded employer that places great importance on its employees as the driving force behind success. They provide a supportive and engaging work environment, with plenty of social activities, career development opportunities, and a strong team-focused culture that encourages personal and professional growth.


Benefits


The Call Quality Analyst role comes with several key benefits, including:

  • 30-hour workweek, ensuring a great work/life balance
  • 22 days of annual leave plus Bank Holidays, increasing with service
  • Contributory pension scheme
  • Various bonus schemes


What’s Required?


To succeed in this role, you should have:

  • Previous experience in a Call Quality position
  • Strong communication skills, both written and verbal
  • Ability to thrive in a fast-paced, dynamic setting
  • Proficiency in Microsoft Office
  • Experience with speech analytics tools
  • Knowledge of SRA and FCA regulations
  • Familiarity with Treating Customers Fairly (TCF) principles


What's next?


Excited to contribute to a leading company? Apply now and take the next step as a Call Quality Analyst


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