Quality Assurance Analyst

Tembo; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Ein innovatives Unternehmen im Finanzsektor sucht einen erfahrenen QA Analysten, der sich leidenschaftlich für exzellenten Kundenservice einsetzt. In dieser spannenden Rolle sind Sie verantwortlich für die Qualitätssicherung von Kundenkommunikationen, die Entwicklung eines QA-Rahmenwerks und die Zusammenarbeit mit verschiedenen Teams, um Wachstumsziele zu erreichen. Sie werden innovative Technologien nutzen, um das Kundenerlebnis zu verbessern und strategische Entscheidungen mit datengestützten Einblicken zu unterstützen. Wenn Sie ein Auge für Details haben und in einem dynamischen Umfeld arbeiten möchten, ist diese Position genau das Richtige für Sie.

Qualifications

• Erfahrung in QA oder Monitoring Rollen innerhalb von Kundenservice oder Fintech.
• Fähigkeit, Lücken in Ton, Genauigkeit und Compliance zu identifizieren.

Responsibilities

• Durchführung von Qualitätssicherungsprüfungen für Kundenkommunikationen.
• Zusammenarbeit mit internen Stakeholdern zur Entwicklung eines QA-Rahmenwerks.

Skills

Qualitätssicherung (QA)

Kundenservice

FCA Prinzipien

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Education

Erfahrung in QA oder Monitoring Rollen

Verständnis der Finanzdienstleistungsstandards

Tools

Intercom AI

QA Scorecards

Job description

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Company Description

Tembo is making the dream of ownership possible for a new generation of home buyers. We are a disruptive, award-winning savings and mortgage platform powered by a proprietary technology platform, enabling buyers to purchase their home years ahead of traditional timelines.

We recently acquired a savings company to help us capture customers earlier in their home buying journey, nurture them through saving for a deposit, and match them with the best mortgage product to help them get on the ladder more quickly. Our savings business is growing rapidly, and we’ve launched a Cash ISA to complement our existing Lifetime ISA products. We have ambitious plans for new products and innovations.

We are a mission-centric organization that values:

• Find a way - representing our desire to innovate and leave no stone unturned to help customers get on the ladder
• It's all about the people - customers, colleagues, partners; we are all human and integral to our success
• If you don’t like it, change it - as a startup, we listen to data and opinions to evolve continually

Rated 5* on Trustpilot, we celebrate every customer review and aim to maintain that love as we scale. We are well-funded by investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, and ethical backers like Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation, and Big Society Capital.

Job Description

We’re seeking an experienced, customer-centric QA Analyst eager to help deliver trusted, top-quality customer service as we grow.

Your responsibilities include:

1. Quality assurance checks on inbound and outbound customer communications
2. Collaborating with internal stakeholders to develop a QA framework
3. Working with operations, technology, and compliance teams to meet growth objectives
4. Utilizing innovative AI/technology solutions (e.g., Intercom AI) to enhance customer experience and streamline operations
5. Embedding our values into team interactions and customer engagements
6. Providing data insights and performance reports to guide strategic decisions

Qualifications

• Experience in QA or monitoring roles within customer support, fintech, or financial services
• Understanding of FCA principles, complaints handling, and conduct standards
• Skilled in conducting QA audits across channels like email, chat, and phone
• Ability to identify gaps in tone, accuracy, compliance, and resolution
• Experience giving constructive feedback empathetically
• Familiarity with QA scorecards and tools
• Collaborative mindset to work with Compliance, Ops, and CX teams
• High attention to detail and documentation discipline
• Analytical, curious, and proactive in continuous improvement
• Passion for excellent customer experience and quality standards
• Strong communication skills and adaptability to a fast-paced startup environment

If you resonate with our mission and this role excites you, we’d love to hear from you!

Additional Information

Location: Hybrid, based in Central London (1-2 days in-office)