QA Lead: Customer Operations Quality & Insights

ClearScore; Greater London; Hybrid; GBP 30,000 - 55,000; Full time

Benefits offered by this job

Hybrid Work Environment

Private health and dental cover

Life assurance scheme

Up to 6% matched pension

Mental health support

Job summary

ClearScore is seeking an experienced QA Specialist to own Quality Assurance across global Customer Operations and raise the bar on the support provided to millions of users.

You will look beyond individual QA results, identify root causes, and drive improvements in systems, processes, and knowledge. You’ll coach teams, analyse CSAT/DSAT trends, and partner with Risk and Compliance to ensure quality meets regulatory requirements.

Qualifications

• Experience in Quality Assurance within Customer Operations or Customer Support.
• Experience with QA frameworks, scorecards and calibration processes.
• Ability to analyze QA results with CSAT/DSAT and other feedback to identify patterns.

Responsibilities

• Own and evolve the QA approach across Customer Operations.
• Provide feedback and coaching to Customer Support specialists.
• Analyse quality trends and identify root causes for improvements.
• Turn QA findings into actionable recommendations and drive prioritised improvements.
• Report quality trends, risks and recommendations to leadership.

Skills

QA experience

QA frameworks

Coaching feedback

Analytical skills

Effective communication

Customer operations

Quality improvement

Ambition to challenge status quo

Tools

Zendesk QA

MaestroQA

Job description

ClearScore is seeking an experienced QA Specialist to own Quality Assurance across global Customer Operations and raise the bar on the support provided to millions of users.

You will look beyond individual QA results, identify root causes, and drive improvements in systems, processes, and knowledge. You’ll coach teams, analyse CSAT/DSAT trends, and partner with Risk and Compliance to ensure quality meets regulatory requirements.