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- Tasks: Monitor calls, provide feedback, and support coaching to enhance team performance.
- Company: Join the No.1 global leader in monitored security with a vibrant Newcastle team.
- Benefits: Enjoy 21 days holiday, private healthcare, gym discounts, and more perks.
- Other info: Great career progression opportunities in a fast-growing business.
- Why this job: Make a real impact on customer retention while developing your skills in a supportive environment.
- Qualifications: Experience in call centres, strong feedback skills, and a detail-oriented mindset.
The predicted salary is between 25000 - 26000 £ per year.
Newcastle (NE12 8BU) £25,000 rising to £26,000 + performance bonus Monday-Friday, 9:00-17:30 (no weekends)
We’re 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
- 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
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 now and we’ll be in touch. All successful applicants will be subject to a DBS check (provided by the company).
Call Quality Specialist in Sunderland employer: Verisure
Contact Detail:
Verisure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Quality Specialist in Sunderland
✨Tip Number 1
Get to know the company! Research their values and mission. When you understand what makes them tick, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice makes perfect! Role-play common interview scenarios with a friend or family member. This will help you feel more confident when discussing your call quality experience and how you can improve team performance.
✨Tip Number 3
Be ready to share specific examples from your past roles. Think about times when you’ve successfully handled objections or provided constructive feedback. These stories will make you stand out!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show that you’re genuinely interested in the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Call Quality Specialist in Sunderland
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Call Quality Specialist role. Highlight any call centre experience, especially in retention or quality assurance, to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about improving call quality and how your background makes you a great candidate. Keep it engaging and relevant to the role.
Showcase Your Analytical Skills: Since this role involves working with call data and performance metrics, don’t forget to mention any experience you have with analysing data. We want to see how you can identify trends and improve team performance!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Verisure
✨Know Your Call Quality Metrics
Before the interview, brush up on key call quality metrics and performance indicators. Understand how they impact customer retention and be ready to discuss specific examples from your past experience where you used these metrics to improve call quality.
✨Showcase Your Coaching Skills
Prepare to talk about your experience in providing feedback and coaching to others. Think of a time when you helped a colleague improve their performance and be ready to share that story. This will demonstrate your ability to lead by example and support team development.
✨Be Ready for Role-Playing Scenarios
Expect some role-playing during the interview, especially around handling objections or providing feedback. Practice common scenarios you might face as a Call Quality Specialist, so you can showcase your skills in real-time and show how you would handle various situations.
✨Demonstrate Your Analytical Mindset
Highlight your attention to detail and analytical skills by discussing how you've identified trends or risks in previous roles. Be prepared to explain how you used data to make informed decisions that improved call quality or customer retention.