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Location: Horsham, UK (Hybrid options available)
Salary: Competitive + Benefits
Contract Type: Full-Time, Permanent
About Us
Telecom 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 Overview
We 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 Responsibilities
- Monitor and evaluate inbound and outbound calls for compliance with regulatory standards and internal policies
- Develop and maintain call quality scorecards and audit frameworks
- Provide detailed reports and insights to senior management on compliance trends and areas for improvement
- Collaborate with Sales, Customer Support, and Training teams to implement corrective actions and best practices
- Lead calibration sessions to ensure consistency in call evaluations
- Complying with our partner agreements on delivering high standard call feedback
- Delivering partner compliance reports in weekly or Biweekly calls making sure we are meeting expectations
- Stay up to date with industry regulations (Ofcom, Ofgem, etc.) and ensure all call scripts and procedures reflect current standards
- Support internal and external audits with accurate documentation and analysis
- Champion 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 skills
- Ability to handle sensitive information with discretion and professionalism
- Confident communicator with the ability to influence and educate teams
- Experience with call monitoring software and CRM systems
- A passion for customer service excellence and continuous improvement
What You’ll Get
- 50% off our Broadband and completely free after two years
- 25 days holiday allowance excluding bank holidays – plus the day off on your birthday
- 5 additional days leave granted based upon length of service
- Buy & sell holiday allowance scheme
- Death in service benefit
- A dynamic and supportive work environment
- Salary Sacrifice Pension Scheme
- Complimentary drinks on Fridays
- Company 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 more
- Paid Charity Leave
If you're ready to make a meaningful impact in a fast-paced, customer-focused business, we’d love to hear from you.
