Role: Call Quality Specialist
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
What We’re 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
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
Apply now and we’ll be in touch.
All successful applicants will be subject to a DBS check (provided by the company).