Call Quality Administrator

About the Company

Better provides telecommunications services with a strong focus on customer experience and dependable delivery. The Bournemouth office is described as a lively, encouraging workplace where each person contributes to the company’s overall performance.

Role Summary

This office-based position in Bournemouth is for a detail-focused call quality professional who will review customer conversations, judge how well standards are being followed, and help the business keep service levels high.

Key Responsibilities

• Review calls to check quality, compliance, and the overall customer journey.
• Share practical feedback with agents and managers so performance can improve.
• Create and update the criteria used to assess call quality.
• Study call trends and reporting to spot opportunities for improvement.
• Work alongside training and operations colleagues to roll out quality enhancements.
• Keep clear and accurate records of all quality reviews and assessments.

Experience and Requirements

• Previous experience in call quality review, call analysis, or a similar role is required.
• Hands-on experience with listening to calls and scoring them against set standards is needed.
• Strong analytical ability is helpful when reviewing call data and performance metrics.
• The ability to give clear, constructive feedback is an advantage.

Benefits and Perks

• Salary of £28,000 per year.
• A supportive team environment with room to grow.
• 25 days of annual leave plus bank holidays, increasing by one additional day for each year of service, along with your birthday off and a Christmas shutdown.
• Early finishes on Fridays.
• Access to a modern office that includes an onsite café and gym, located in central Bournemouth and about two minutes from the beach.
• Monthly staff awards, plus quarterly dinners and drinks at leading local restaurants.
• Regular learning and development opportunities.
• Company events such as summer parties, Christmas celebrations, and charity fundraisers.
• Discounts at popular retailers.

Additional Information

This is a full-time, office-based role in Bournemouth. No vacancy count, application deadline, or start date has been specified.