Are you an experienced Call Quality professional looking to join an award-winning company?
This could be the perfect role for you!
The Role
As a Call Quality Analyst, you will be responsible for auditing customer calls, ensuring they meet internal standards and maintaining our high level of customer service. Using Nexidia/Nice speech analytics software, you’ll monitor calls for trends and manually score selected calls based on relationship building, empathy, and customer outcomes.
The Company
Our client is a highly accredited employer that values its people as the key to success. They offer a nurturing environment with plenty of support, social activities, career development opportunities, and believe in fostering a strong team culture where you can challenge yourself and grow within the business.
Benefits
Some of the benefits on offer for the Call Quality Analyst include:
1. 30-hour workweek, offering a fantastic work/life balance
2. 22 days of annual leave plus Bank Holidays, extending with service
3. Contributory Pension Scheme
What’s Required?
The ideal candidate for this role will have the following:
1. Prior experience in a Call Quality role
2. Strong verbal and written communication skills
3. Ability to work in a fast-paced, dynamic environment
4. Proficiency in Microsoft Office
5. Experience with speech analytics software
6. Knowledge of SRA and FCA regulations
7. Understanding of Treating Customers Fairly principles
What’s next?
Ready to make an impact in an award-winning firm? Apply now and join our team as a Call Quality Analyst!
Call Quality Analyst, Leeds, COR6985
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