Quality Control Representative

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. Hiring Process 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