Call Quality Analyst

Office Team
£16788 pa
11 Mar 2017
10 Apr 2017
Contract Type
Full Time
Quality Analyst

£20,000 p.a.

Leeds, West Yorkshire

Permanent, Full time role

Robert Half OT are delighted to be working with an extremely successful financial services organisation to recruit a Call Quality Analyst. The successful candidate will undertake call quality scoring, deliver coaching and feedback; work closely with agents to encourage continuous improvement in call quality. They will carry out regular audits on a daily basis to ensure processes and procedures are being followed.

Key Requirements/Responsibilities:

- Auditing calls across the floor based on a daily target.
- Provide coaching/feedback to agents, seniors, team leaders and work with them to highlight any concerns with regards to call quality.
- Carry out regular audits on a daily basis to ensure procedures and processes are being followed, highlighting any risks to the business.

- Analysing data and providing feasible solutions to improve overall performance
- Sharing best practices and feedback to team leaders and seniors.
- Attend consistency sessions with agents and team leaders.
- Review best practises and trends across the floor to provide daily feedback on areas of risk or improvement.
- Ensuring high standards are maintained and continuously improved across the floor.
- Encourage a compliant and TCF attitude across the work environment.


- You will be methodical with high attention to detail and expert in reviewing quality.

- The ideal candidate would have experience dealing with vulnerable customers or post litigation experience.

- Knowledge of financial services would be advantageous.

In return you will receive:

- A salary of c20k p.a.
- Flexible benefits including pension and generous holiday allowance
- Good opportunities for training and development

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.