Quality Assurance Analyst

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

Job description

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About Starling Bank

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:

1. Introductory prescreen phone call
2. Virtual interview & role-related task

This is a hybrid role, with the first 6 weeks spent 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 working within Retail Card Disputes, Fraud Card Disputes, and Payment Operations.

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 proper process adherence.
• Evaluating customer interactions via phone, email, in-app chat, and analyzing customer journeys for quality and risk.
• Focusing on customer outcomes to understand the impact of policies and processes.
• Identifying and celebrating best practices.
• Discussing and calibrating feedback with colleagues and managers.
• Detecting trends in quality and customer outcomes.
• Contributing to continuous improvement 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.
• Desirable: experience with CIFAS / SIRA, Disputes, or Vulnerable Customer teams.
• Understanding of Consumer Duty.
• Strong communication skills, both verbal and written.
• Ability to champion customer outcomes and continuous improvement.
• Knowledge of regulation, conduct risk, and reputational risk in financial services.
• Quick learner, adaptable in a fast-paced environment.
• Self-motivated and capable of coordinating with team members.

Benefits

• 25 days holiday plus public holidays, with options to buy or sell days.
• Additional day off for your birthday.
• Holiday increases with service.
• 16 hours paid volunteering annually.
• Salary sacrifice, enhanced pension scheme.
• Life insurance and income protection.
• Private Medical Insurance including mental health and cancer care.
• Partner discounts and benefits, including retail discounts and wellness platforms.
• Initiatives like Cycle to Work, Gym partnerships, and Electric Vehicle 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, reach out. We’re on a mission to reshape banking and believe in building a team from diverse backgrounds who love solving problems together.