Quality Assurance Analyst

TN United Kingdom; Cardiff; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative bank is seeking a Quality Assurance Analyst to enhance customer service quality. This role involves assessing interactions related to fraud disputes, ensuring processes are followed, and identifying areas for improvement. Join a dynamic team that values diversity and flexibility, where your insights will contribute to reshaping the banking experience. If you're passionate about customer outcomes and thrive in a fast-paced environment, this is an exciting opportunity to make a real impact.

Benefits

25 days holiday plus public holidays

Holiday buy/sell options

Volunteering leave

Pension

Life insurance

Private medical insurance

Family policies

Referral incentives

Perkbox discounts

Cycle to Work initiatives

Qualifications

• Experience in application fraud or fraud prevention is essential.
• Understanding of Consumer Duty and conduct risk in financial services.

Responsibilities

• Assess quality of customer interactions regarding fraud disputes.
• Identify trends in quality and customer outcomes.

Skills

Fraud Prevention

Customer Communication

Quality Assurance

Regulatory Understanding

Root Cause Analysis

Job description

Social network you want to login/join with:

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our recruitment process:

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.

Following your application being reviewed, you can expect the below:

Stage 1 - Introductory prescreen phone call

Stage 2 - Virtual interview & role related task

This is a hybrid role, the first 6 weeks will be spend full time in our office, moving to 2/3 days per week after this period.

About the role:

Starling Bank prides itself on providing a quality service to our customers, making our Quality Assurance Team a pivotal part of the puzzle!

We're specifically looking for Analysts with experience of working within Retail Card Disputes, Fraud Card Disputes and Payment Operations.

The Quality Assurance Analyst's responsibilities include:

1. Assessing the quality of our interactions with customers when raising fraud card disputes and retail disputes and the outcome of these interactions.
2. Assessing whether the right processes have been followed by retrospectively reviewing card operations/pay operations tickets.
3. Assessing the quality of our interactions with customers by phone, email and in-app chat, and/or assessing longer processes and customer journeys to understand the quality of our delivery, with a focus on areas of risk.
4. Looking at quality with customer outcomes in mind, to understand the impact of our policies and processes on customers.
5. Identifying and celebrating best practice examples.
6. Discussing and calibrating feedback with colleagues and manager.
7. Identifying trends and themes in quality and customer outcomes.
8. Helping to continuously improve quality, risk management, and customer outcomes by identifying opportunities for root cause problem solving.
9. Supporting managers in improving QA approaches and procedures.
10. Providing input to sampling plans to help address areas of risk, using insight gained from discussing observations with front line teams.

Requirements:

• Experience in application fraud or fraud prevention.
• Specific experience working with CIFAS / SIRA, Disputes, or Vulnerable Customer teams is desirable.
• Understanding of Consumer Duty.
• Proven ability to communicate effectively with colleagues across different levels, both verbally and in writing.
• Willingness to champion a focus on customer outcomes and continuous improvement over following process steps.
• Understanding of regulation, conduct risk, and reputational risk within financial services.
• A quick learner, comfortable adapting within a fast-paced environment.
• Self-motivated to deliver work efficiently and coordinate with other QA testers.

Benefits include 25 days holiday (plus public holidays and extra days for your birthday), holiday buy/sell options, volunteering leave, pension, life insurance, private medical insurance, family policies, referral incentives, Perkbox discounts, and initiatives like Cycle to Work and EV leasing.

About us:

We value diversity and flexibility. If you're excited about working with us but unsure if you meet every requirement, we encourage you to apply or get in touch. We’re on a mission to radically reshape banking and believe that the best solutions come from diverse teams working together to solve problems.