5 Permanent, Call / Contact Centres jobs in Norwich

Join Flagship Group and Help Solve the Housing CrisisAt 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 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.
  
  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.