Quality Assurance Analyst

Job Description

We’re looking for an experienced, customer-centric QA Analyst who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business.

In this role, you’ll be responsible for quality assurance checking inbound and outbound communication with customers. This includes liaising with internal stakeholders to help deliver world-class service and helping create a QA framework. You will also successfully collaborate with our operations, technology, and compliance teams to ensure we achieve our company growth objectives.

As a tech-enabled business, there is a big focus on innovative AI/technology-focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo, we utilise the latest tools and systems to deliver top-class service. You’ll own the ongoing training and utilisation of these tools to ensure the team makes the most of them (e.g., using Intercom AI to automatically resolve tickets without human intervention).

You will live and breathe our values, ensuring they are embedded across the team and into every customer interaction. You will also provide data insights and reporting on performance to inform strategic decisions about future investments, products, and technology developments.

Qualifications

• Proven experience in a quality assurance or monitoring role within a customer support, fintech, or financial services environment
• Strong understanding of FCA principles, complaints handling, and general conduct standards
• Skilled in conducting QA audits across multiple communication channels — including email, in-app chat, and phone (telephony)
• Confident in identifying gaps or risks in tone, accuracy, compliance, and problem resolution during customer interactions
• Ability to deliver constructive feedback to agents and team leads with clarity and empathy
• Experience working with QA scorecards or QA software tools to assess performance consistently
• Collaborative mindset — able to work cross-functionally with Compliance, Ops, and CX to co-create a scalable QA framework
• High attention to detail and documentation discipline to support regulatory reviews or audits
• Analytical and curious — comfortable spotting patterns, flagging emerging issues, and driving continuous improvement
• Passion for excellent customer experience and helping teams raise the bar on quality and communication standards
• Passion for delivering outstanding customer experience in a fast-paced, mission-led business
• Collaborative, with exceptional communication skills
• Mindset to thrive in a fast-paced, dynamic start-up environment

However, the right mindset and attitude are more important than ticking every box on our checklist. If you’re interested in what we’re doing, excited by our mission, and the description largely fits you, then get in touch!

Additional Information

Location: Hybrid, with an office in Central London (1-2 days per week in the office)