Call Quality Analyst - Compliance
- Review and score agent calls against the internal quality framework to maintain high standards and ensure excellent customer service.
- Ideal candidates should possess experience in call quality analysis, excellent communication skills, and a keen eye for detail.
- This is a 30-hour-per-week, office-based role in Leeds, with flexible working hours and a starting salary of up to £24,000.
Call Quality Analyst Compliance
Are you an experienced Call Quality professional who enjoys spotting what excellent customer service looks like and helping teams get even better? If you are looking for a role where your insight is valued, your work makes a visible difference, and your development is supported. Then this could be a great opportunity for you to join BW Legal.
In this role, youll work within our Compliance Department, reviewing agent calls against our internal scorecard and helping us maintain consistently high standards. Your evaluations will highlight great practice, identify improvement areas and support fair, knowledgeable, outcome-focused conversations with customers.
Youll also contribute to calibration within the Call Quality Department, sharing trends and insight that help support and nurture talent across our Contact Centre. We use speech analytics to score 100% of calls, and your role will bring the human insight that helps turn data into meaningful assurance and continuous improvement as we strive for customer service excellence on every call.
This is a 30-hour-per-week, office-based role, working Monday to Friday. The available working hours are either 8:30am to 2:30pm, 9:00am to 3:00pm, or 10:00am to 4:00pm.
The starting salary is up to £24,000, depending on experience. We have a transparent pay banding structure for future progression. For candidates with extensive Call Quality experience, we may consider salaries outside the advertised banding. There is also the opportunity to top up your earnings through agreed optional overtime.
What youll be doing:
- Scoring calls against our internal quality framework and capturing clear, accurate insights
- Working to weekly individual and Department targets while maintaining accuracy and consistency
- Identifying trends and sharing evaluation outcomes with our Contact Centre management team
- Contributing to calibration activity and sharing observations that support coaching, development and continuous improvement across the Contact Centre
- Supporting the wider Compliance team with Quality Checks, Root Cause Analysis, Subject Access Requests and Complaint response reviews as your knowledge grows
What were looking for:
- At least 12 months experience in a Call Quality role would be ideal, although we welcome applicants with different levels of relevant experience
- Strong verbal and written communication skills, with the ability to explain observations clearly and constructively within a calibration environment
- A positive, organised approach and the ability to work well in a fast-paced environment
- Good working knowledge of Microsoft Office products
It would also be great if you have:
- Experience using speech analytics software
- Knowledge of SRA and FCA regulatory expectations
- An understanding of Treating Customers Fairly principles
If you bring the right attention to detail, curiosity and commitment to fair customer outcomes, well support you to build your knowledge and succeed the BW Way.
What we can offer you:
As a Gold-accredited Investors in People employer and a Platinum-accredited Investors in Wellbeing organisation, we're proud to be a diverse employer where belonging sits at the heart of everything we do. Delivering an outstanding colleague experience where everyone feels 'safe to belong' is a core part of the BW Legal family culture.
We offer ongoing and industry-leading training delivered by experienced colleagues from our in-house Learning and Development team. This covers both technical and professional skills throughout your entire BW Legal career journey, including continued professional development, mentoring and study support.
Rewarding your commitment and success:
At BW Legal, we believe that when life feels balanced, work feels better. That's why we're committed to creating an environment where colleagues feel supported to be their best, both professionally and personally.
Our Balance Within wellbeing strategy takes a holistic approach, offering a comprehensive package of support to help you find what balance looks like for you. From health and personal development to lifestyle support, our benefits package worth over £10,000 (this includes all benefits costings), in your first year will help you thrive at work and beyond.
Benefits include:
30 hour working week
Free offsite parking (saving you up to £9 a day compared to local car parks)
23 days of annual leave, plus bank holidays
In addition, paid leave on your birthday, as well as on Christmas Eve and New Year's Eve when falling on a weekday
Flexible holiday policy: use, buy and sell holiday (within policy limits), as well as enjoy flexibility as some holiday allowance can used by the hour
Extra holiday for length of service: 1 extra day earned following your 2nd, 3rd and 4th year of service
Enhanced maternity, paternity and adoption pay
Business-casual dress code
Enjoy a Secure Future with our Financial Rewards:
Be Here Living Our Values: a monthly and quarterly tax and NI free bonus based on attendance and punctuality, worth up to £828 in your first year, rising to a maximum of £4,194 by your sixth year of employment
Death in service cover: Financial protection worth six times your annual salary
Income protection: receive 75% of your salary for up to two years if you're unable to work (subject to eligibility criteria)
Discounted shopping: access discounts and savings at thousands of UK retailers with My Staff Shop (with the average user saving over £1,000 per year!)
Travel support: Free parking, bus discounts with First and Arriva, and secure cycle storage facilities.
Money4U with Leeds Credit Union: access to preferential savings and loans rates
Contributory pension scheme
British Gas discount: Access to an exclusive money-saving energy tariff for your gas and electricity
Discounted legal services: 10% off personal legal services with Chadwick Lawrence Solicitors, including conveyancing, family law and will writing
Elevate yourself with our Personal Growth Rewards:
Learn and Earn: top up your income with up to £720 per year by investing in your personal and professional development outside of working hours
Learning and Development allowance: paid time to learn during working hours
Professional qualifications: financial and study support, from apprenticeships to specialist degree-level courses
Power Up your wellbeing with our Health Rewards:
Free gym membership with our local partner, or discounted membership at over 3,600 gyms nationwide
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
On-Site Physiotherapist: Support for aches, pains and injury prevention, whether you need treatment or proactive care, available at a 10% discount to our colleagues
Health cash back plan: Claim back up to £3,700 on dental, optical, physiotherapy, prescriptions and wellbeing treatments.
Discounted dentistry: Reduced rates on dental plans and 10% off treatments with Leeds Dental Clinic
Employee assistance: 24/7 helpline, including up to 8 free counselling sessions
Wellbeing supported by colleague ambassadors: dedicated champions for wellbeing, learning and development, and menopause, who listen, gather feedback, and guide colleagues to the right support and resources.
Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work
Be Connected and Conscious with our Engagement Rewards
Colleague events: From darts and bowling to quizzes and parties, there are plenty of opportunities to connect and unwind together.
Regular charity fundraising for local causes through games, raffles and more
BW Legal is dedicated to helping you reach your full potential and thrive in our welcoming and exciting culture. Join us and be part of our success!
As a proud Disability Confident employer, we are committed to equal opportunities for all. If you require any reasonable adjustments during the recruitment process, please let us know at recruitment@bwlegal.co.uk.