Title: Call Quality Specialist (Newcastle Upon Tyne)

Location: Newcastle Upon Tyne, Tyne And Wear, North East, NE12 8BU, UK

Company: Verisure

Role: Call Quality Specialist

Newcastle (NE12 8BU)
£25,000 rising to £26,000 + performance bonus
MondayFriday, 9:0017:30 (no weekends)

Were hiring aCall Quality Specialistto join our growing Newcastle team.

This is a50/50 split rolebetween 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 Were Looking For

• Experience in acall centre environment(retention or QA preferred)
• Confident givingconstructive feedbackto 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 inretention or a senior agent positionlooking 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

Were theNo.1 global leader in professionally monitored security, protecting over6.2 million customers worldwide.

Were a fast growing business with strong progression opportunities, and we invest in developing our people.

Apply

Apply now and well be in touch.

All successful applicants will be subject to a DBS check (provided by the company).

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