Quality Assurance Specialist (Customer Services)
Join Flagship Group and help solve the housing crisis. We believe every customer interaction is an opportunity to make a difference. As a Quality Assurance Specialist, you will play a vital role in ensuring our customer service remains excellent, moving us closer to our goal.
This is a permanent role, working 37 hours per week, Monday to Friday. The position is based in our Dereham office with Agile Working options.
What You Will Be Doing
* Monitor and evaluate customer interactions across all channels to ensure they meet our standards and KPIs.
* Provide timely, clear, and constructive feedback to Customer Service Advisors and Leadership.
* Maintain accurate records of quality assessments to identify trends, issues, and service gaps.
* Escalate development opportunities to improve service quality.
* Collaborate with stakeholders to support ongoing learning and development.
* Contribute to the design and refinement of quality monitoring tools, scorecards, and guidelines.
* Participate in calibration sessions to ensure fairness and consistency.
* Support internal audits and ensure compliance with regulations and policies.
* Generate and present quality reports to inform strategic decisions.
What We Are Looking For
* Experience in a customer service or contact centre environment.
* Ideally, experience in monitoring and assessing customer interaction quality.
* Excellent attention to detail and strong analytical skills.
* Clear and confident communication skills, both written and verbal.
* Ability to deliver constructive feedback effectively.
Please CLICK HERE to see the attached "Part I Play" statement for full details of your daily duties and responsibilities.
If shortlisted, you will be contacted within 14 days of the application close date via email. Please check your inbox and spam folders regularly.
Applications may be reviewed and candidates invited to interview before the closing date.
Closing date: 17th July 2025
Additional Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industry: IT System Testing and Evaluation
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