Call Quality CQ Analyst

As a Call Quality Analyst, you will work 30 hours per week, Monday to Friday 10am-4pm, for a starting salary of up to £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 the BW Way to mark calls against our internal scorecard.

We utilise Nexidia/Nice speech analytics to audit 100% of calls with our customers. Our CQ Team monitor this, looking for trends and selecting a number of random calls for manual scoring against our scorecard. Each agent has a number of manual calls dependant on their experience.

Speech Analytics software is a powerful way to ensure all calls have the fundamentals we expect to be covered in each call. Our manual calls compliment this and we spend additional time marking these calls to focus on relationship building, demonstrating empathy and achieving the right outcome for the customers.

Call calibration takes place each week and you will work with our Customer Contact Centre team to provide feedback on calls ensuring that our market-leading customer service. standards are always maintained.

As an Investors in People Gold accredited employer, we believe that our people are our most valuable asset and that they are the key to our success, so it is no surprise that our culture embodies this. When you join BW you become a part of our family where you are nurtured to be the best that you can be. We want you to enjoy your role, challenge yourself and build a career, so we invest in you achieving this. Were also proud to have a dedicated colleague engagement team, meaning that we always have plenty of activities and social events to get involved with. We are confident that you will soon feel part of the BW family!

What you will be doing:

• Call Quality scoring against our internal scorecard


• 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
  
  Minimum of 12 months in a CQ role, with more experience paying the higher starting salary


• 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, 10am-4pm, Monday to Friday, giving you a fantastic work/life balance.


With a starting salary of between £20,000 - £24,000 depending on your experience, along with a clear pay banding structure, you will enjoy regular performance-based reviews as your experience grows.

Rewarding your commitment and success

Our people are the most important part of our business and so Your BW Rewards are a package of benefits which take a holistic approach to promoting your wellbeing. These include:

Lifestyle Rewards

30 hour working week
Free City Centre Parking
22 days Annual Leave + Bank Holidays
On top of that, additional Paid Leave for your Birthday
Christmas Eve and New Year's Eve paid leave (when falling on a working day)
Flexible Holidays a number of which can be taken hourly
Holiday Exchange - buy / sell holiday
Extra holiday for length of service - 1 extra day after 2, 3, and 4 years
BW Bravo - financial reward and recognition for memorable moments throughout Your BW Journey, including length of service milestones and key life events
Managers Cheer - monthly financial reward and recognition for going above and beyond in your role
Enhanced Maternity / Paternity / Adoption Pay
Business-casual dress code

Financial Rewards

Be Here @ BW a monthly tier-based credit of Reward Beans to spend via your BW My Staff Shop reward account, offering discounts on everything from retail to travel. This benefit increases each quarter based on attendance and punctuality.
Death in Service Benefit - 5 times annual salary
Income Protection 75% of your salary paid for up to 2 years if you are unable to work (subject to criteria being met)
My Staff Shop - a wide range of discounts and savings at UK retailers
Travel Support - free parking, bus discounts, cycling facilities
Leeds Credit Union Christmas Savings Scheme
Contributory Pension Scheme

Personal Growth Rewards

Learning & Development Allowance - paid time to learn in work
Professional Qualifications - financial and study support

Health Rewards

Free Gym Membership
GP On Site access to a specialist prescribing GP who comes on site every fortnight
Health Cash Back Plan - generous cash back to manage your wellbeing, including dental, optical, combined therapy towards every day health costs
GP Anytime - access to 24/7 prescribing GP for you and your family
Employee Assistance Programme - 24/7 help line, including up to 8 free counselling sessions
Early intervention support for colleagues who are experiencing health issues in order to support them staying in or retuning to work, provided by MetLifes expert team of registered Nurses, Physiotherapists, Occupational Therapists and other clinical specialists

Engagement Rewards

BW Team Events - bowling, laser quest, bingo, axe throwing and pub quizzes, to name just a few!
Regular charity fundraising including fun games, food, raffles, auctions and more

At BW Legal we are committed to ensuring you have the opportunity to be the best that you can be and thrive in a unique and exciting culture. Come join us and share in our success!