Call Quality Control Representative

Flatpay; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A rapidly growing payment solutions company is looking for an individual to oversee call and booking quality in London. You'll monitor calls, assess meeting bookings, and provide feedback to improve performance. The ideal candidate is ambitious, humble, and smart, with strong communication skills and relevant experience in customer service or quality assurance. This role offers opportunities for growth within the company, focusing on maintaining high standards in a dynamic environment.

Qualifications

• Strong communication and listening skills, with great attention to detail.
• Experience in sales, customer service, or quality assurance (ideally within a call‑based environment).
• A structured and analytical mindset with a focus on maintaining high standards.
• Confidence in giving constructive, objective feedback.
• Fluency in English (additional European languages are a plus).
• A proactive, organised, and collaborative approach – comfortable working on site 5 days a week in a fast paced environment.

Responsibilities

• Monitor call quality: Listen to and evaluate BDR calls to ensure the right qualification, pitch quality, and communication flow.
• Assess booking quality: Review meetings booked by BDRs to confirm the merchant’s understanding of the meeting purpose and value.
• Call verification: Follow up on booked meetings on the performance date to verify their accuracy and quality.
• Collaborate with Team Leads: Share feedback on individual and team performance to help improve booking and call quality.
• Optimise meeting allocation: Help ensure meetings are scheduled efficiently to minimise travel time for field representatives.
• Track quality metrics: Maintain structured records of evaluations and highlight recurring trends or areas for improvement.

Skills

Strong communication and listening skills

Experience in sales or customer service

Structured and analytical mindset

Confidence in giving constructive feedback

Fluency in English

Proactive and organised approach

Job description

About the job

Flatpay is one of the fastest growing companies in Europe and was founded 3 years ago in Copenhagen with the mission to take the stress out of card payments for SMBs.

Businesses want to focus on what they do best; running their business. But monthly hardware fees, different rates for different cards, extra costs on every transaction and frequent price increases have made payments too stressful. That’s why we started Flatpay. One flat rate across all cards – that’s it.

We’re already more than 1,000 people across Denmark, Finland, Italy, Germany and France and recently launched in the UK.

What you'll do

Location: On site 5 days per week

Address: Soho Works, 2 Television Centre, White City, London

Responsibilities:

• Monitor call quality: Listen to and evaluate BDR calls to ensure the right qualification, pitch quality, and communication flow.
• Assess booking quality: Review meetings booked by BDRs to confirm the merchant’s understanding of the meeting purpose and value.
• Call verification: Follow up on booked meetings on the performance date to verify their accuracy and quality.
• Collaborate with Team Leads: Share feedback on individual and team performance to help improve booking and call quality.
• Optimise meeting allocation: Help ensure meetings are scheduled efficiently to minimise travel time for field representatives.
• Track quality metrics: Maintain structured records of evaluations and highlight recurring trends or areas for improvement.

Who you are

Ambitious – You’re looking for more than just a 9‑5. We only promote internally and we promote fast. If you have the right skills and a killer attitude there’s no limit for you here.

Humble – We only work with people we like and once you join it’ll be your job to ensure that too. You’re kind, low ego and people love working with you.

Smart – This isn’t proven by a university degree; smart to us means high EQ. You’re quick on your feet, love talking to people and have natural instinct for relationships.

Skills & Attributes

• Strong communication and listening skills, with great attention to detail.
• Experience in sales, customer service, or quality assurance (ideally within a call‑based environment).
• A structured and analytical mindset with a focus on maintaining high standards.
• Confidence in giving constructive, objective feedback.
• Fluency in English (additional European languages are a plus).
• A proactive, organised, and collaborative approach – comfortable working on site 5 days a week in a fast paced environment.