Quality Control Representative

About The Job

Role Title

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
  
  

About Us

Welcome to Flatpay!

Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services.

Today, we are one of the fastest-growing fintech companies out of the Nordics - and Denmarks fastest unicorn!

Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of +1.600 passionate colleagues dedicated to making a difference in the world of payments.

What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our clients evolving needs.

Lets shape the future of merchants together!

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