QA Lead — Customer Operations & Quality Excellence

Clearscore; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

25 paid holidays

Private health and dental cover

Pension matching

Flexible hybrid model

Learning and development

Office environment with dog-friendly

Regular Lunch and Learns

In-house psychotherapist

Financial coaching

Culture and inclusion reps

Job summary

ClearScore is seeking an experienced QA Specialist to own QA across global Customer Operations and drive continuous improvement in the quality of support for millions of users. You will look beyond single QA results and understand root causes, shaping processes, knowledge and behaviours behind it.

You will evolve QA approaches, coach teams, analyse trends and turn findings into prioritised improvements, collaborating with Risk, Compliance and other stakeholders to uphold quality in a regulated

Qualifications

• Experience in Quality Assurance within Customer Operations or Customer Support.
• Experience conducting quality assessments and working with QA frameworks, scorecards and calibration processes.
• Experience working within financial services, fintech or another regulated environment.
• Experience assessing complex customer interactions, such as complaints or escalations.
• Strong coaching and feedback skills with the confidence to have constructive conversations with people at different levels of experience.
• Strong analytical and problem-solving skills to identify patterns and root causes.

Responsibilities

• Own day-to-day Customer Operations QA practice and look for ways to improve how quality is measured and understood.
• Review and evolve QA scorecards, grading standards and sampling approaches.
• Conduct quality assessments across a range of customer interactions, including complex cases and escalations.
• Run calibration and grade-the-grader activities to maintain fair, consistent standards.
• Provide clear, constructive feedback and coaching to Customer Support specialists.
• Analyze QA results alongside CSAT/DSAT to identify patterns and opportunities for improvement.
• Identify where poor outcomes are driven by processes or tooling and turn findings into actionable recommendations.

Skills

QA in Customer Ops

QA frameworks & calibration

Regulated environment

Coaching & feedback

Analytical thinking

Communication skills

Independent worker

QA tools (Zendesk QA)

Tools

Zendesk QA

MaestroQA

Job description

ClearScore is seeking an experienced QA Specialist to own QA across global Customer Operations and drive continuous improvement in the quality of support for millions of users. You will look beyond single QA results and understand root causes, shaping processes, knowledge and behaviours behind it.

You will evolve QA approaches, coach teams, analyse trends and turn findings into prioritised improvements, collaborating with Risk, Compliance and other stakeholders to uphold quality in a regulated