, you will assist in monitoring agent performance, ensuring high service standards, and maintaining compliance with company guidelines and client expectations. This role is ideal for someone who is detail-oriented, eager to learn, and passionate about delivering exceptional customer experiences through consistent quality.
Key Responsibilities
Monitor and evaluate live and recorded calls to ensure quality standards are met
Provide constructive feedback to agents to support performance improvement
Assist in the development and updating of quality assurance guidelines
Support training sessions by identifying areas of improvement
Prepare quality reports for management highlighting trends and insights
Work closely with the quality and operations teams to ensure smooth campaign delivery
Maintain accurate records of call evaluations and outcomes
What We're Looking For
Strong attention to detail and analytical skills
Clear and professional verbal and written communication
Ability to provide feedback in a constructive and supportive manner
Basic understanding of customer service or call centre operations (preferred but not essential)
Eagerness to learn and develop within a fast-paced marketing environment
Must be 18+ and eligible to work in the UK
What You'll Gain
Comprehensive training and ongoing support
Opportunity to work within a growing marketing agency
A clear path for development and progression within the quality or operations team
A collaborative and dynamic team culture
Insight into call centre strategy, customer experience, and marketing campaign execution
Ready to launch your career in quality and operations? Apply now to join as a Junior Call Centre Quality Support!