Call Quality Specialist in North East

We are hiring a Call Quality Specialist to join our growing Newcastle team. This is a 50/50 split role between call quality and hands-on retention, ideal for someone who understands what great calls look like and wants to play a key part in improving team performance.

The Role

• Call Quality & Coaching (50%)
  • Monitor and evaluate inbound and outbound retention calls
  • Identify trends, risks, and improvement areas
  • Provide structured feedback to agents
  • Support coaching sessions and occasional training delivery
  • Work closely with management to improve performance and compliance
• Customer Retention (50%)
  • Handle inbound calls focused on retaining customers
  • Manage objections and deliver strong customer outcomes
  • Stay close to live call trends and team challenges
  • Lead by example with high-quality call handling

What We’re Looking For

• Experience in a call centre environment (retention or QA preferred)
• Confident giving constructive feedback to others
• Strong attention to detail and analytical mindset
• Comfortable working with call data and performance metrics
• A proactive team player who leads from the front

This role suits someone in retention or a senior agent position looking to move into quality, or someone with QA experience who wants to stay hands-on.

Salary & Benefits

• 21 days holiday (rising with service)
• Birthday off
• Private healthcare & MediCash
• Discounted gym membership
• Onsite café & canteen
• PerkBox discounts
• Cycle to Work scheme
• Employee referral bonus

About Us

We’re the No.1 global leader in professionally monitored security, protecting over 6.2 million customers worldwide. We’re a fast-growing business with strong progression opportunities, and we invest in developing our people.

Apply

Apply now and we’ll be in touch. All successful applicants will be subject to a DBS check (provided by the company).