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