About the job

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

About us