Quality Assurance Analyst

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

Job summary

Ein innovatives Unternehmen sucht einen erfahrenen QA-Analysten, der bereit ist, in einem dynamischen Umfeld zu arbeiten. Diese Rolle erfordert die Durchführung von Qualitätsprüfungen und die Zusammenarbeit mit verschiedenen Teams, um erstklassigen Kundenservice zu gewährleisten. Der QA-Analyst wird auch innovative Technologien wie Intercom AI nutzen, um die Effizienz zu steigern. Wenn Sie eine Leidenschaft für hervorragende Kundenerfahrungen haben und in einem schnelllebigen Startup gedeihen möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung in der Qualitätsprüfung oder Überwachung im Kundenservice, insbesondere im Fintech-Bereich.
• Fähigkeit, Lücken in Ton, Genauigkeit und Compliance zu identifizieren.

Responsibilities

• Durchführung von Qualitätsprüfungen auf Kundenkommunikationen und Zusammenarbeit mit internen Stakeholdern.
• Entwicklung eines QA-Frameworks zur Unterstützung der Wachstumsziele.

Skills

Qualitätsprüfung

Kundenservice

FCA-Prinzipien

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Tools

Intercom AI

QA-Software-Tools

Job description

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 proprietary technology, enabling buyers to purchase their homes years ahead of traditional methods.

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 products to help them get onto the ladder more quickly. Our savings business is growing rapidly, and we have launched a Cash ISA to complement our existing Lifetime ISA products. We have ambitious plans for new products and innovation.

We are a mission-centric organization that holds our values close:

• 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’re all human, and without them, we are nothing
• If you don’t like it, change it - as a startup, we’re constantly listening to data and evolving; every opinion counts

We are rated 5* on Trustpilot, with every customer review celebrated. We are committed to maintaining this customer love as we scale.

We are well-funded by investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, and ethical backers such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation, and Big Society Capital.

Job Description

We’re seeking an experienced, customer-centric QA Analyst who is ready to roll up their sleeves to help deliver trusted, high-quality customer service as we grow.

Your responsibilities include quality assurance checks on inbound and outbound customer communications, liaising with internal stakeholders to deliver a world-class service, and helping create a QA framework. You will collaborate with our operations, technology, and compliance teams to support our growth objectives.

As a tech-enabled business, we focus on innovative AI and technology solutions to enhance customer experience and enable rapid scaling. You will oversee the training and utilization of tools like Intercom AI to optimize ticket resolution and team performance.

You will embody our values, ensuring they are integrated into every customer interaction, and provide data insights and performance reporting to guide strategic decisions on future investments, products, and technology development.

Qualifications

• Proven experience in quality assurance or monitoring within customer support, fintech, or financial services environments
• Strong understanding of FCA principles, complaints handling, and conduct standards
• Experience conducting QA audits across channels such as email, in-app chat, and telephony
• Ability to identify gaps or risks in tone, accuracy, compliance, and problem resolution
• Skilled in providing constructive feedback to agents and team leads
• Experience with QA scorecards or QA software tools for performance assessment
• Collaborative mindset for cross-functional teamwork to develop scalable QA frameworks
• High attention to detail and documentation discipline for regulatory reviews or audits
• Analytical, curious, and proactive in spotting patterns and driving improvements
• Passion for delivering excellent customer experiences and raising quality standards
• Exceptional communication skills and a collaborative attitude
• Ability to thrive in a fast-paced, dynamic startup environment

If you’re interested, excited by our mission, and largely fit the role, we’d love to hear from you!

Additional Information

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