Senior Quality Assurance Analyst (Customer Operations)

We are a fintech company looking for a Senior Quality Assurance Analyst to review and check communication between our Customer Operations team and customers. The role involves conducting outcome-based QA checks, maintaining the current QA framework, and improving processes to deliver the best customer experience.

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
• Personal days
• Employer-sponsored volunteer program
• Mental health support
• Workplace pension
• Top-notch equipment
• Modern office
• Cycle to Work scheme
• Electric Car scheme
• Enhanced parental leave
• Room for growth
• Full healthcare for you and your nuclear family via Vitality