Quality and Compliance Analyst

Location: Horsham, UK (Hybrid options available) Salary: Competitive + Benefits Contract Type: Full-Time, PermanentAbout UsTelecom Acquisitions Ltd (TAL) is a dynamic and fast-growing holding company behind several leading residential broadband brands in the UK. With over 26 years of industry experience and a strategic partnership with TalkTalk, we’ve built a thriving customer base of over 80,000 households. Our diverse portfolio spans broadband, energy, water, council tax setup, TV, and mobile SIMs—delivered with flexible contracts and exceptional UK-based customer service.We’re proud to be the preferred broadband supplier for more than 4,000 letting and estate agents, and we continue to expand through organic growth and strategic acquisitions. If you're passionate about innovation, customer experience, and being part of a team that’s shaping the future of home connectivity, TAL is the place to be,Role OverviewWe are seeking a strategic Quality & Compliance Analyst to drive operational excellence and compliance across all customer communications. This role directly impacts revenue protection, risk mitigation and conversion optimization through systematic quality assurance and performance analytics.  You will produce quality frameworks, establish KPI’s and implement data driven improvement strategies.Working across multiple teams within the business, including executive leadership you will use call analytics to quantify business impact and drive change as required. This role is critical to supporting our growth trajectory and protecting brand equity. Key ResponsibilitiesMonitor and evaluate inbound and outbound calls for compliance with regulatory standards and internal policiesDevelop and maintain call quality scorecards and audit frameworksProvide detailed reports and insights to senior management on compliance trends and areas for improvementCollaborate with Sales, Customer Support, and Training teams to implement corrective actions and best practices Lead calibration sessions to ensure consistency in call evaluationsComplying with our partner agreements on delivering high standard call feedbackDelivering partner compliance reports in weekly or Biweekly calls making sure we are meeting expectationsStay up to date with industry regulations (Ofcom, Ofgem, etc.) and ensure all call scripts and procedures reflect current standardsSupport internal and external audits with accurate documentation and analysisChampion a culture of quality, integrity, and customer-centricity across the organisation The ideal candidate Proven experience in a call quality, compliance, or auditing role within a regulated industry (telecoms, utilities, financial services, etc.)Strong understanding of UK regulatory frameworks (GDPR, Ofcom, Ofgem)Exceptional listening, analytical, and reporting skillsAbility to handle sensitive information with discretion and professionalismConfident communicator with the ability to influence and educate teamsExperience with call monitoring software and CRM systemsA passion for customer service excellence and continuous improvementWhat You’ll Get50% off our Broadband and completely free after two years25 days holiday allowance excluding bank holidays – plus the day off on your birthday5 additional days leave granted based upon length of serviceBuy & sell holiday allowance schemeDeath in service benefitA dynamic and supportive work environmentSalary Sacrifice Pension SchemeComplimentary drinks on FridaysCompany breakfasts£1,000 Refer a Friend Scheme £250 Bright ideas Scheme Fun incentives and activities including sports day, summer parties, extravagant Christmas parties and many morePaid Charity LeaveIf you're ready to make a meaningful impact in a fast-paced, customer-focused business, we’d love to hear from you.