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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 options and a supportive team environment.
- Why this job: Make a real impact while developing your skills in a dynamic role.
- Qualifications: Experience in customer service is preferred; strong communication and analytical skills are essential.
- Other info: This is an entry-level, full-time position with opportunities for growth.
The predicted salary is between 28800 - 43200 £ per year.
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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Quality Assurance Specialist (Customer Services) employer: Flagship
Contact Detail:
Flagship 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 key performance indicators (KPIs) relevant to customer service quality. Understanding these metrics will help you demonstrate your knowledge during interviews and show how you can contribute to meeting and exceeding these standards.
✨Tip Number 2
Brush up on your analytical skills by practising how to evaluate customer interactions. You could even role-play scenarios with friends or family to get comfortable providing constructive feedback, which is a crucial part of the role.
✨Tip Number 3
Network with current or former Quality Assurance Specialists in customer service roles. They can provide insights into the day-to-day responsibilities and challenges, helping you prepare better for potential interview questions.
✨Tip Number 4
Stay updated on the latest trends in customer service quality assurance. This could include new tools or methodologies that enhance monitoring and evaluation processes, showing your commitment to continuous improvement in the field.
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.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles in customer service or contact centres. Mention specific examples where you monitored interactions or provided feedback, showcasing your attention to detail and analytical skills.
Craft a Strong Cover Letter: Write a compelling cover letter that explains why you are passionate about improving customer service quality. Use clear and confident language to demonstrate your communication skills and your ability to deliver constructive feedback.
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 role of a Quality Assurance Specialist.
How to prepare for a job interview at Flagship
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Quality Assurance Specialist in customer services. Familiarise yourself with the key performance indicators (KPIs) and standards that the company expects, as this will help you demonstrate your knowledge during the interview.
✨Showcase Your Experience
Prepare to discuss your previous experience in customer service or contact centres. Highlight any specific instances where you monitored or assessed customer interactions, as this will show your suitability for the role.
✨Communicate Clearly
Since clear communication is crucial for this position, practice articulating your thoughts clearly and confidently. Be ready to provide examples of how you've delivered constructive feedback in the past, as this will be a key part of the job.
✨Prepare Questions
Have a few thoughtful questions prepared to ask the interviewer. This could include inquiries about the company's approach to quality assurance or how they support ongoing learning and development for their staff. It shows your interest in the role and the company.