Quality Assurance Analyst

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

Job summary

An innovative bank is seeking a Quality Assurance Analyst to enhance customer interactions and ensure quality service. This pivotal role involves assessing fraud card disputes, reviewing operational processes, and contributing to continuous improvements in quality and customer satisfaction. You'll work in a dynamic environment, focusing on customer outcomes while collaborating with a diverse team. If you're passionate about making a difference in financial services and have a keen eye for detail, this opportunity is perfect for you.

Benefits

25 days holiday plus public holidays

Paid volunteering days

Private Medical Insurance

Pension scheme

Life insurance

Referral incentives

Perkbox membership

Cycle to Work initiative

EV leasing options

Qualifications

• Experience in application fraud or fraud prevention.
• Excellent communication skills, both verbal and written.

Responsibilities

• Assessing the quality of interactions with customers regarding fraud disputes.
• Evaluating customer interactions via phone, email, and in-app chat.

Skills

Fraud Prevention

Customer Communication

Quality Assurance

Risk Management

Data Analysis

Job description

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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 responsibilities of the Quality Assurance Analyst include:

• Assessing the quality of our interactions with customers when raising fraud card disputes and retail disputes, and the outcome of these interactions.
• Reviewing card operations/pay operations tickets to ensure processes are followed correctly.
• Evaluating the quality of customer interactions via phone, email, and in-app chat, and analyzing customer journeys for quality and risk areas.
• Focusing on customer outcomes to understand the impact of policies and processes.
• Identifying and sharing best practices.
• Discussing feedback with colleagues and managers for calibration.
• Detecting trends in quality and customer outcomes.
• Contributing to continuous improvements in quality, risk management, and customer satisfaction.
• Supporting managers in refining QA approaches and procedures.
• Providing insights for sampling plans to address risk areas based on frontline discussions.

Requirements:

• Experience in application fraud or fraud prevention.
• Experience with CIFAS / SIRA, Disputes, or Vulnerable Customer teams is desirable.
• Understanding of Consumer Duty.
• Excellent communication skills, both verbal and written.
• Willingness to focus on customer outcomes and continuous improvement.
• Knowledge of regulation, conduct risk, and reputational risk in financial services.
• Ability to adapt quickly in a fast-paced environment.
• Self-motivated and able to coordinate with QA team members.

Benefits include:

• 25 days holiday plus public holidays, with additional days for birthdays and service length.
• Options to buy or sell holiday days.
• Paid volunteering days, pension scheme, life insurance, and income protection.
• Private Medical Insurance, partner discounts, family-friendly policies.
• Referral incentives, Perkbox membership, and initiatives like Cycle to Work and EV leasing.

About us:

We value diversity and are open to flexible working arrangements. If you're excited about working with us but unsure if you meet every requirement, we encourage you to apply and discuss potential accommodations. We are committed to reshaping banking with a team of diverse backgrounds and experiences who love solving problems.