Senior Quality Assurance Analyst – Customer Operations

Role Overview

• Conducting outcome based QA checks (live chat, emails, phone calls etc.) on the teams across Customer Operations (Customer Service, Card Operations, Payment Operations, Vulnerable Customers, Financial Wellbeing, Lending and Complaints).
• Help maintain the current QA framework.
• Liaise with stakeholders, including Customer Operations management team to help improve training for colleagues.
• Provide feedback in a timely manner and raise development feedback where required.
• Help improve processes and improve best practises.
• Develop and submit QA MI and provide feedback to the relevant stakeholders on a regular basis.

Requirements

• Experience in a similar role within a fintech or financial services environment.
• Experience in the key areas of QA noted above.
• Has a deep understanding of Treating Customers Fairly (TCF) principles within financial services.
• Has experience reviewing communication between the business and customers.
• Is able to interpret data/MI and provide feedback to improve business processes.
• Has experience providing tailored feedback to team members.
• Has outstanding customer service skills and a detailed eye on improving the customer experience journey.

Benefits

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.