About this role
Role Overview
- Monitoring the US operations team’s performance
- Support with the oversight of third-party providers responsible for customer service operations within the US business
- Identifying, analysing, and documenting issues and highlighting possible resolutions
- Assist in maintaining and enhancing US QA procedures, ensuring continuous quality improvement and alignment with regulatory standards.
- Analysing set-out criteria, developing test plan strategies, creating and executing test cases, tracking issues and reporting results
- Presenting data in a consumable format to colleagues of all levels
- Monitoring reporting outcomes Call/Email monitoring to support investigations and analysis; reactive tasks according to business risk changes
Requirements
- A graduate with a Bachelor’s degree (in English, Law, Finance or similar) or 2+ years of experience in a Customer-oriented role (preferably in financial services/ fintech)
- Previous QA experience is desirable but not essential. You are focused on quality and customer service. You are able to work well as part of a team; decisive; goal-oriented; proactive
- You have sound working knowledge of MS Word, Excel, and experience in task/process-based evaluation. You are organised and have exceptional attention to detail
- Data-oriented; demonstrable experience working with or analysing complex data sets
- Compliance; experience ensuring company policies adhere to regulatory frameworks, e.g. FCA guidelines (desired but not essential)
Benefits
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations