Quality Assurance Analyst (Customer Operations)

Kroo Bank Ltd; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A forward-thinking financial institution based in Greater London is seeking a Quality Assurance Analyst. You will manage and evaluate communications within Customer Operations, enhance the QA framework, and collaborate with various stakeholders. The ideal candidate will have experience in fintech, a deep understanding of Treating Customers Fairly principles, and strong project management skills. Join us to positively impact customer experience and contribute to our mission of transforming banking.

Benefits

Generous holiday time

Personal days

Employer-sponsored volunteer program

Mental health support

Workplace pension

Top-notch equipment

Modern office

Cycle to Work scheme

Electric Car scheme

Enhanced parental leave

Room for growth

Full healthcare via Vitality

Qualifications

• Experience in a similar role within a fintech or financial services environment.
• Deep understanding of Treating Customers Fairly (TCF) principles.
• Experience reviewing communication between the business and customers.

Responsibilities

• Conduct outcome based QA checks across Customer Operations.
• Develop the current QA framework.
• Liaise with stakeholders to improve training for colleagues.

Skills

Project management skills

Communication skills

Data interpretation

Customer service skills

Education

Experience in fintech or financial services

Understanding of Treating Customers Fairly (TCF) principles

Job description

We’re on a mission to build the world’s greatest social bank. We believe that banking needs to change for the better. When money is used correctly, it can transform our daily lives and positively impact the planet. We’re a varied team of experienced tech, customer experience, marketing, legal and banking professionals and we’re looking for highly motivated and inquisitive people who want to understand customer behaviour and how to deliver the best customer experience.

As a Quality Assurance Analyst, the role will centre around reviewing and checking communication the Customer Operations team members have with our customers. You’ll have strong project management skills alongside immaculate communication skills to work with all of the relevant stakeholders to ensure processes are documented and reviewed regularly. You’ll be working closely with the Head of Customer Operations and all of the functions within (Customer Service, Card Operations, Payment Operations, Vulnerable Customers, Financial Wellbeing and Complaints). The Kroo is growing and we’d love to hear from you if you’re interested in joining us on our journey!

Here’s what you’ll be doing

• Conducting outcome based QA checks (live chat, emails, phone calls etc.) on the teams across Customer Operations (Customer Service, Card Operations, Payment Operations, Vulnerable Customers, Financial Wellbeing and Complaints)
• Help develop the current QA framework
• Liaise with stakeholders, including Customer Operations management team to help improve training for colleagues
• Provide feedback in a timely manner and raise development feedback where required
• Help improve processes and improve best practises
• Develop QA MI and provide feedback to the relevant stakeholders on a regular basis

Requirements

We’re looking for someone who :

• Experience in a similar role within a fintech or financial services environment
• Has a deep understanding of Treating Customers Fairly (TCF) principles within financial services
• Has experience reviewing communication between the business and customers
• Is able to interpret data / MI and provide feedback to improve business processes
• Has experience providing tailored feedback to team members
• Has outstanding customer service skills and a detailed eye on improving the customer experience journey

Benefits

• Generous holiday time : 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days : We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program : We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support : We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension : We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment : We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office : When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London.
• Cycle to Work scheme : We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme : We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave : We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth : As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

Hybrid Working

At Kroo Bank, we have a hybrid / flexible policy that gives both individuals and teams a lot of freedom when it comes to using the office space to boost productivity. Our London office is a great resource to collaborate and candidates should be able to attend once per week regularly to align with how we work at the moment.

Diversity and Inclusion

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.