At a Glance
- Tasks: Monitor and evaluate call quality, providing feedback to enhance customer experience.
- Company: Better, a leading telecommunications provider with a vibrant office culture.
- Benefits: £28,000 salary, 25 days holiday, early finish Fridays, and ongoing training.
- Other info: Enjoy fun events, discounts, and a modern office just minutes from the beach.
- Why this job: Join a dynamic team and help maintain our reputation for service excellence.
- Qualifications: Experience in call quality analysis and strong analytical skills are preferred.
The predicted salary is between 28000 - 28000 £ per year.
Location: Office based, Bournemouth
About Us: Better is a leading provider of telecommunications solutions, dedicated to delivering exceptional service to our customers. We pride ourselves on our innovative approach and commitment to customer satisfaction. Our Bournemouth office is a vibrant and supportive environment where every team member plays a crucial role in our success.
Role Overview: We are seeking a meticulous and detail-oriented Call Quality Analyst to join our dynamic team. The successful candidate will be responsible for listening to and assessing the quality of calls, ensuring that our standards are consistently met and exceeded. This role is crucial in helping us maintain our reputation for service excellence.
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 are a plus
- Ability to provide constructive feedback to team members is a plus
Benefits:
- Annual salary: £28,000 per year
- Opportunity to work in a dynamic and supportive team environment
- 25 days holiday plus bank holidays, increasing by 1 day for every year of service, plus your birthday off and Christmas shutdown
- Early finish Fridays
- Modern office with an onsite café and gym and Central Bournemouth location, just 2 minutes from the beach
- Monthly staff awards with quarterly dinner and drinks at top local restaurants
- Ongoing training and development opportunities
- Enjoy events such as summer parties, Christmas celebrations and charity fundraisers
- Access to discount at popular retailers
Call Quality Administrator employer: Better
Better in Bournemouth is an exceptional employer that fosters a vibrant and dynamic work culture, perfect for those looking to excel in telesales. With a competitive starting salary of £30K, employees benefit from growth opportunities, monthly awards, and engaging company events, making it a rewarding place to build a career while enjoying the beautiful coastal location of Bournemouth.
StudySmarter Expert Advice🤫
We think this is how you could land Call Quality Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Better. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Better before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Quality Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Better:Your cover letter is your chance to shine! Tell us why you want to work at Better specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Better!
How to prepare for a job interview at Better
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
