Call Monitoring Analyst

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 Monitoring 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, * 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.

• Previous experience in a Quality Assurance, Quality Analyst, Team Coach or Contact Centre role is desirable.
• Experience within 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.

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 Monitoring Analyst