Role Title
Role: Quality Control Representative
Location: 5 days a week – London, White City
Responsibilities
- Booking Quality Assurance & Performance Insights
- Evaluate BDR calls to ensure appropriate qualification, clear value communication, and adherence to expected call standards.
- Identify and report recurring trends, issues, and opportunities to improve call and booking quality.
- Scheduling & Meeting Coordination
- Act as a first point of contact for scheduling-related queries from merchants and internal stakeholders.
- Manage meeting schedules including cancellations, rescheduling, and reassignment of appointments.
- Liaise directly with merchants to confirm, reschedule, or retain booked meetings where required.
- Maintain accurate and up-to-date CRM records and Sales Manager calendars.
- Optimise meeting allocation to support efficient routing and minimise travel time for field representatives.
Skills & Attributes
- Confident, clear, and professional communicator with a strong phone presence.
- Able to build rapport quickly with business owners and manage conversations effectively.
- Skilled in objection handling, influencing outcomes, and maintaining control of calls.
- Resilient and composed when handling rejection, pushback, or challenging interactions.
- Highly organised with strong attention to detail across scheduling, CRM, and quality evaluation.
- Analytical and structured thinker, able to assess performance and identify trends or improvement areas.
- Confident in delivering clear, objective, and constructive feedback to improve performance.
Our Values
At Flatpay, how we work matters as much as what we achieve.
Happy Humans – We bring energy to our work and create teams people enjoy being part of.No Assholes – We perform at a high level while treating colleagues and customers with respect.
It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business.
Start With No – We challenge ideas, think commercially and focus on what truly creates value.
Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions.
Background & Requirements
- Fluent in English, with the ability to communicate clearly in a professional, phone-based environment.
- Right to work in the UK (visa sponsorship is not available for this role).
- Previous experience in a call-based environment (e.g. sales, customer service, or quality assurance).
- Experience handling high volumes of calls, bookings, or customer interactions.
- Familiarity with CRM systems and maintaining accurate records.
- Comfortable evaluating performance against defined standards and providing structured feedback.
- Application Review – Our Talent Team reviews your CV to assess experience and potential fit.
- Talent Team Call (20–30 minutes) – A conversation to understand your background and discuss what motivates you.
- 1:1 Microsoft Teams interview with Manager
- Offer – Successful candidates receive a fast turnaround to offer