Call Quality Analyst

Location:

Chester Salary: £25,000 basic, plus £2000 annual bonus (paid quarterly)

Hours:

Monday to Friday - 37.5 hours per week

About Us:

Money Expert is an independent financial comparison company based in Chester, and we're continuing to grow. We're looking for a proactive and detail-oriented Call Quality Analyst to join our Contact Centre team, supporting our Sales department and reporting in to our Account Manager. This is an exciting opportunity for someone who is passionate about quality, coaching and continuous improvement. You'll play a key role in helping our advisors deliver exceptional customer experiences by monitoring interactions, identifying trends and working closely with Team Managers to improve performance across the business.

What We Offer A Call Quality Analyst:
Competitive salary with quarterly bonus paid monthly Team outings, regular competitions and spot prizes Referral bonuses 28 days of holiday (including bank holidays) with an additional day accrued for every year of service Career progression opportunities Continuous support and training Company pension plan Wellness & Wellbeing programme Christmas and New Year shutdown Additional personalised benefits On-site parking

Key Responsibilities of a Call Quality Analyst :
Monitor and evaluate agent interactions across Sales teams. Assess calls against quality, compliance and customer experience standards. Deliver clear, constructive feedback to support colleague development and improve performance. Work closely with Team Managers to identify coaching opportunities and drive continuous improvement. Identify trends, recurring themes and training needs through quality monitoring. Produce quality reports and share insights with operational stakeholders.

Participate in calibration sessions to ensure quality standards remain consistent across the business. Recognise and promote examples of best practice to improve overall team performance. Ensure regulatory requirements, company processes and quality standards are consistently followed. Support continuous improvement initiatives that enhance both customer experience and operational performance. Skills & Experience Required For A Call Quality Analyst: :
Previous experience in a Quality Assurance, Quality Analyst, Team Coach or Contact Centre role is desirable.

Experience with in a sales and/or customer service environment. Excellent listening and analytical skills with strong attention to detail. Ability to deliver constructive feedback in a supportive and professional manner. Strong communication skills, both written and verbal. Comfortable building relationships with Team Managers, Coaches and operational stakeholders. Able to identify trends and use data to make recommendations for improvement. Highly organised with the ability to manage multiple priorities.

Confident using Microsoft Office, particularly Excel. Passionate about improving quality, developing people and delivering outstanding customer experiences. Understanding of FCA regulated environments would be advantageous but is not essential. Equal Opportunities:
At Money Expert, we are committed to providing equal opportunities for all. We welcome applications from candidates of all backgrounds and ensure a fair and inclusive hiring process. We evaluate candidates based on their skills and potential, regardless of gender, ethnicity, sexual orientation, or disability status. Ready to Join Us? If you're passionate about quality, coaching and helping people reach their full potential, we'd love to hear from you.

Click "Apply" and become part of our dynamic team.