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# Call Monitoring Analyst

- **Company:** Credico Marketing UK Ltd
- **Location:** Chester, UK
- **Salary:** £25,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Microsoft Office
- **Published:** July 31, 2026
- **Apply:** https://www.totaljobs.com/job/monitoring-analyst/credico-marketing-uk-ltd-job107773235

## About the Role

* 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.

## Description

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.


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