Call Quality Analyst (Call Centre) Leeds West Yorkshire LS1 A GBP 24,000 per annum working only 30hrs per week Monday to Friday either 9am : 3pm or 10am : 4pm Permanent Office based role Are you an experienced Call Quality professional? Do you have call centre experience? Hawk 3 Talent Solutions are looking for a Call Quality Analyst to join a professional services company based in Leeds, West Yorkshire, Working in City Centre close to the Train Station. The company also have a fantastic benefits package : please see below The Role As a Call Quality Analyst, you will work 30 hours per week, your choice of Monday to Friday 9am:3pm or 10am:4pm, for a starting salary of A GBP 24,000 dependant on experience with a clear pay banding structure for future earnings. You will join a team of experienced Call Quality professionals, so regardless of the sector you have worked in previously you will be fully supported to learn how to mark calls against the internal scorecard. The Call Quality Team monitor calls, looking for trends and selecting a number of random calls for manual scoring against a scorecard. Each agent has a number of manual calls dependant on their experience. Duties * Call Quality scoring * Work to weekly call targets * Identifying trends and providing feedback to our Customer Contact Centre management team * Sharing and embedding best practices to drive process improvements * Supporting the Compliance Department with complaints and quality checks The Person * Minimum of 12 months in a Call Quality role * Excellent verbal and written communication skills * Enjoys working in a fast and dynamic environment * Understanding of Microsoft Office suite of products While not essential, the below experience would be advantageous: * Any experience of speech analytics software * Knowledge of SRA and FCA regulators and their governance over regulated companies * Knowledge of Treating Customers Fairly principles Your working week will be 6 hours per day, Monday to Friday, giving you a fantastic work/life balance. Once appointed in role, the successful candidate will be able to agree with the departmental manager a regular shift of either 9am:3pm or 10am:4pm. Benefits Lifestyle Rewards * 30 hour working week * Free city centre parking * 22 days of annual leave + bank holidays * Paid leave on your birthday * Paid leave on Christmas Eve and New Years Eve * Flexible holidays: use, buy and sell holiday by the hour * Extra holiday for length of service: 1 extra day of leave after 2, 3 and 4 years * Enhanced maternity, paternity and adoption pay * Business:casual dress code Financial Rewards * A monthly and quarterly bonus based on attendance and punctuality * Death in service benefit: 6 times annual salary * Income protection: receive 75 of your salary for up to two years if youre unable to work (subject to eligibility criteria) * My Staff Shop: access a range of discounts and savings at UK retailers * Travel support: free parking, bus discounts and cycling facilities * Leeds Credit Union: access to preferential rates * Contributory pension scheme Personal Growth Rewards * Learning and Development allowance: paid time to learn in work * Professional qualifications: financial and study support Health Rewards * Free gym membership * On Site GP: access to a specialist prescribing GP who comes on:site fortnightly * Virtual GP: access to virtual 24/7 prescribing GP for you and your family * Physiotherapist: access to a specialist physiotherapist who comes on site monthly * Health cash back plan: over A GBP 3,000 to manage your well:being, including dental, optical and physiotherapy, helping you to be healthy and at your best * Employee assistance programme: 24/7 helpline, including up to 8 free counselling sessions * Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to wor