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- Tasks: Monitor customer interactions and provide feedback to ensure top-notch service.
- Company: Join Flagship Group, dedicated to solving the housing crisis through excellent customer service.
- Benefits: Enjoy Agile Working and a permanent role with a supportive team environment.
- Why this job: Make a real impact while developing your skills in a meaningful role.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: This role is based in Dereham, working 37 hours a week, Monday to Friday.
The predicted salary is between 30000 - 42000 £ per year.
Join Flagship Group and Help Solve the Housing Crisis
At Flagship Group, we believe that every customer interaction is an opportunity to make a difference. As a Quality Assurance Specialist, you’ll play a vital role in ensuring our customer service is consistently excellent—helping us move closer to solving the housing crisis.
This is a permanent job, working 37 hours per week, Monday to Friday.This role is working from our Dereham office andcomes with Agile Working.
What you will be doing:
- Monitor and evaluate customer interactions across all channels to ensure they meet our high standards and KPIs.
- Provide timely, clear, and constructive feedback to Customer Service Advisors and Leadership.
- Maintain accurate records of quality assessments to identify trends, recurring issues, and service gaps.
- Escalate development opportunities to drive service improvements.
- Collaborate with stakeholders to support continuous 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 company 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 the quality of customer interactions.
- 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 day-to-day duties and responsibilities.
If you are successfully shortlisted, you will be contacted within 14 days of the application close date via email. Please check your inbox and spam folders regularly for updates.
Please submit your CV with a cover letter.
Closing date: 17th July 2025
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Quality Assurance Specialist (Customer Services) employer: Flagship Group
Contact Detail:
Flagship Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Specialist (Customer Services)
✨Tip Number 1
Familiarise yourself with the housing crisis and how customer service plays a role in addressing it. This knowledge will help you demonstrate your passion for the mission during interviews.
✨Tip Number 2
Prepare to discuss specific examples from your previous roles where you monitored or assessed customer interactions. Highlight any tools or methodologies you used to ensure quality.
✨Tip Number 3
Practice delivering constructive feedback in a clear and confident manner. You might even role-play scenarios with a friend to refine your approach before the interview.
✨Tip Number 4
Network with current or former employees of Flagship Group on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Quality Assurance Specialist (Customer Services)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Quality Assurance Specialist position. Tailor your application to highlight relevant experience in customer service and quality assessment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your analytical skills. Mention specific examples from your past experiences that demonstrate your ability to monitor and evaluate customer interactions effectively.
Highlight Relevant Experience: In your CV, emphasise any previous roles in customer service or contact centres, particularly those involving quality monitoring. Use bullet points to clearly outline your achievements and how they relate to the job at Flagship Group.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Quality Assurance Specialist role.
How to prepare for a job interview at Flagship Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Quality Assurance Specialist. Familiarise yourself with the key tasks such as monitoring customer interactions and providing feedback, as this will help you answer questions confidently.
✨Showcase Your Experience
Be prepared to discuss your previous experience in customer service or contact centres. Highlight any specific instances where you monitored quality or provided constructive feedback, as this will demonstrate your suitability for the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to provide feedback. Think of examples from your past experiences where you successfully handled similar situations.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company and the role. Inquire about their current quality monitoring tools or how they measure success in customer service, which can also give you insights into their expectations.
