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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 , youll play a vital role in ensuring our customer service is consistently excellenthelping 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 and comes 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 skillsboth 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.
Applications may be reviewed, and candidates invited to interview ahead of the close date.
Closing date: 1 7th July 2025
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