Call Quality Specialist

Role: Call Quality Specialist

Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.
Newcastle (NE12 8BU)
£25,000 rising to £26,000 + performance bonus
MondayFriday, 9:0017:30 (no weekends)

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

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