Quality Assessor, Customer Outcome Testing

Monzo; United Kingdom; Remote; GBP 28,000 - 36,000; Full time

Job summary

A leading digital bank in the UK is seeking a Customer Outcome Testing specialist. The role involves conducting tests to ensure adherence to service standards, writing feedback to drive improvements, and supporting learning initiatives. Candidates should have at least 6 months of relevant experience and a basic understanding of consumer protection laws. This remote position offers a competitive salary between £28,020 to £35,475, with additional benefits and learning budgets.

Benefits

£1,000 annual learning budget

Flexible working environment

Diversity and inclusion support

Qualifications

• At least 6 months experience of Customer Outcome Testing is essential.
• Basic understanding of the FCA’s Consumer Duty.
• Enjoys supporting others and delivering feedback.

Responsibilities

• Conduct Customer Outcome Testing across customer journeys.
• Write constructive feedback for business improvements.
• Monitor remediation actions from findings.

Skills

Customer Outcome Testing experience

Understanding of the FCA’s Consumer Duty

Spotting trends and patterns

Strong decision making

Excellent communication

Tools

MacOs

Slack

GSuite

Job description

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well aspersonal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest andcombine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

Hear from our UK team about what it's like working at Monzo

Remote, UK | £28,020 to £35,475+ Benefits | Hear from the team

** In the spirit of transparency, we will only consider applications from people that have held the job title of Customer Outcome Testing **

This role will close at 5pm on Friday 15th August. No other applications will be accepted after this time.

Start date is 13th October 2025.

Our Quality Assurance team

Quality Assurance is part of our Customer Operations Shared Services and is one of our key controls to not only protect the bank from bad customer outcomes, but also to ensure that we are providing exceptional service to our customers and achieve our mission.

This is an ideal role for someone who is self-motivated, diligent and detail-oriented.

You’ll play a key role by…

• Conducting Customer Outcome Testing across customer journeys, championing our customer-first approach focusing on:
• Ensuring adherence to all standards while actively celebrating great outcomes
• Providing clear, supportive feedback to learn from and improve upon poor customer outcomes
• Actively identifying harm or potential harm and learning how to prevent this in the future
• Writing thorough, constructive and balanced feedback to enable business improvements and people development
• Supporting Root Cause Analysis by forensically identifying both the cause and the symptom of poor customer outcomes
• Supporting the Learning & Development team with writing training and guidance where gaps are identified
• Monitoring remediation action as a result of findings
• Flagging trends and patterns and escalating risks to QA Analysts for further review, and highlighting potential improvements in the QA processes
• Supporting QA Analysts with projects and pulse checks where a deep dive into an issue is required
• Taking responsibility for own development, and supporting and coaching peers in cross-domain work

We’d love to hear from you if…

• You can demonstrate at least 6 months experience of Customer Outcome Testing (COT). This is essential.
• You have a basic understanding of the FCA’s Consumer Duty and how to recognise Customer Harm
• You enjoy supporting others and delivering feedback
• You are great at spotting trends and patterns
• You have strong decision making skills
• You have excellent communication skills
• You are able to become fluent with MacOs, Slack and GSuite tools

The application journey has 3 key steps
Our interview process involves:

• Answering the applications questions below
• Take Home Task
• Role Specific and Values competency-based interview

What’s in it for you

£1,000 learning budget each year to use on books, training courses and conferences.

Plus lots more! Read our full list of benefits.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [e-mail]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

#LI-REMOTE #LI-NEM

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage