Quality Assurance Analyst

Starling Bank; Manchester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Starling Bank is seeking a Quality Assurance Analyst to ensure high standards in customer service related to fraud disputes. The role requires analyzing interactions and processes, focusing on customer outcomes and improvement. Join a dynamic company that values innovation and a collaborative spirit.

Benefits

25 days holiday plus public holiday flexibility

An extra day off for your birthday

16 hours paid volunteering time a year

Company enhanced pension scheme

Private Medical Insurance including mental health support

Generous family-friendly policies

Perkbox membership for discounts

Qualifications

• Experience in application fraud or fraud prevention.
• Communicates effectively with colleagues across levels.
• Able to thrive in a fast-paced environment.

Responsibilities

• Assess the quality of customer interactions during fraud disputes.
• Identify trends in quality and customer outcomes.
• Support continuous improvement in quality and risk management.

Skills

Fraud Prevention

Customer Communication

Quality Assessment

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 pride 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:

• Assessing the quality of our interactions with customers when raising fraud card disputes and retail disputes and the outcome of these interactions.
• Assessing whether the right processes have been followed by retrospectively reviewing card operations/pay operations tickets.
• 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.
• Looking at quality with customer outcomes in mind, to understand the impact of our policies and processes on customers.
• Identifying and celebrating best practice examples.
• Discussing and calibrating feedback with colleagues and manager.
• Identifying trends and themes in quality and customer outcomes.
• Helping to continuously improve quality, risk management, and customer outcomes by identifying opportunities for root cause problem solving.
• Supporting managers in improving QA approaches and procedures.
• Providing input to sampling plans to help address areas of risk, using insight gained from discussing observations with front line teams.

Requirements

• We're looking for someone who has experience in at application fraud, or fraud prevention
• Specific experience working with CIFAS / SIRA, Disputes, or Vulnerable Customer teams is desirable.
• Understanding on Consumer Duty
• Proven ability to communicate 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.
• Understand the role of regulation, conduct risk and reputational risk, within financial services.
• A quick learner, who is comfortable adapting within a fast-paced environment.
• Self-motivated to deliver against the work in the team and co-ordinate with other QA testers.
• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch ’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.