At a Glance
- Tasks: Monitor and evaluate agent interactions to enhance customer experiences.
- Company: Join Money Expert, a growing financial comparison company in Chester.
- Benefits: Enjoy a competitive salary, quarterly bonuses, and 28 days holiday.
- Other info: Dynamic team culture with career progression and continuous training.
- Why this job: Make a real impact by improving quality and coaching others.
- Qualifications: Experience in quality assurance or contact centre roles is preferred.
The predicted salary is between 25000 - 27000 £ per year.
Location: Chester
Salary: £25,000 basic, plus £2000 annual bonus (paid quarterly)
Hours: Monday to Friday - 37.5 hours per week
About Us: Money Expert is an independent financial comparison company based in Chester, and we're continuing to grow. We're looking for a proactive and detail-oriented Call Quality Analyst to join our Contact Centre team, supporting our Sales department and reporting in to our Account Manager. This is an exciting opportunity for someone who is passionate about quality, coaching and continuous improvement. You'll play a key role in helping our advisors deliver exceptional customer experiences by monitoring interactions, identifying trends and working closely with Team Managers to improve performance across the business.
What We Offer:
- Competitive salary with quarterly bonus paid monthly
- Team outings, regular competitions and spot prizes
- Referral bonuses
- 28 days of holiday (including bank holidays) with an additional day accrued for every year of service
- Career progression opportunities
- Continuous support and training
- Company pension plan
- Wellness & Wellbeing programme
- Christmas and New Year shutdown
- Additional personalised benefits
- On-site parking
Key Responsibilities:
- Monitor and evaluate agent interactions across Sales teams.
- Assess calls against quality, compliance and customer experience standards.
- Deliver clear, constructive feedback to support colleague development and improve performance.
- Work closely with Team Managers to identify coaching opportunities and drive continuous improvement.
- Identify trends, recurring themes and training needs through quality monitoring.
- Produce quality reports and share insights with operational stakeholders.
- Participate in calibration sessions to ensure quality standards remain consistent across the business.
- Recognise and promote examples of best practice to improve overall team performance.
- Ensure regulatory requirements, company processes and quality standards are consistently followed.
- Support continuous improvement initiatives that enhance both customer experience and operational performance.
Skills & Experience Required:
- Previous experience in a Quality Assurance, Quality Analyst, Team Coach or Contact Centre role is desirable.
- Experience within a sales and/or customer service environment.
- Excellent listening and analytical skills with strong attention to detail.
- Ability to deliver constructive feedback in a supportive and professional manner.
- Strong communication skills, both written and verbal.
- Comfortable building relationships with Team Managers, Coaches and operational stakeholders.
- Able to identify trends and use data to make recommendations for improvement.
- Highly organised with the ability to manage multiple priorities.
- Confident using Microsoft Office, particularly Excel.
- Passionate about improving quality, developing people and delivering outstanding customer experiences.
- Understanding of FCA regulated environments would be advantageous but is not essential.
Equal Opportunities: At Money Expert, we are committed to providing equal opportunities for all. We welcome applications from candidates of all backgrounds and ensure a fair and inclusive hiring process. We evaluate candidates based on their skills and potential, regardless of gender, ethnicity, sexual orientation, or disability status.
Ready to Join Us? If you're passionate about quality, coaching and helping people reach their full potential, we'd love to hear from you. Click "Apply" and become part of our dynamic team.
Call Quality Analyst in Chester employer: Credico Marketing UK Ltd
At Money Expert, we pride ourselves on being an excellent employer, offering a dynamic and supportive work environment in Chester. Our commitment to employee growth is reflected in our ongoing training programmes and clear career progression opportunities, alongside a competitive salary and generous benefits package. Join us to lead a high-performing sales team where your leadership will not only drive business success but also foster a culture of excellence and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land Call Quality Analyst in Chester
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Credico Marketing UK Ltd. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Call Quality Analyst in Chester
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Credico Marketing UK Ltd.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Credico Marketing UK Ltd's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Credico Marketing UK Ltd
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Credico Marketing UK Ltd.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Credico Marketing UK Ltd will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Credico Marketing UK Ltd employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
