Location
London

Hours
Full Time

Salary
Negotiable

About the Role
We’re looking for an experienced QA Specialist to take ownership of Quality Assurance across global Customer Operations and help us continuously improve the quality of the support we provide to millions of ClearScore users. This isn’t a role where you’ll simply work through a list of customer interactions and assign scores. We want someone who can look beyond individual QA results, understand why something went wrong and help improve the systems, processes, knowledge and behaviours behind it. You will own and evolve our QA approach, work closely with Customer Support teams, provide feedback and coaching, analyse quality and customer satisfaction trends, and turn insights from customer interactions into meaningful improvements.

You will be responsible for owning the day-to-day Customer Operations QA practice and continuously seeking ways to improve how quality is measured and understood. This includes reviewing and evolving QA scorecards, grading standards and sampling approaches to ensure they reflect the outcomes we want for our customers. You will conduct quality assessments across a range of customer interactions, including complex cases, escalations and complaints, and run calibration and grade-the-grader activities across internal teams and outsourced partners to maintain fair and consistent quality standards.

Providing clear, constructive and actionable feedback and coaching to Customer Support specialists will be a key part of your role. You will analyse QA results alongside CSAT, DSAT and other customer feedback to identify patterns, root causes and opportunities for improvement. You will identify where poor customer outcomes are driven by processes, knowledge, tooling or ways of working rather than individual performance, and turn QA findings into clear recommendations, working with relevant teams to prioritise and deliver improvements.

You will report quality trends, risks and recommendations to Customer Operations leadership and work with Risk and Compliance stakeholders to ensure quality standards meet regulatory requirements. Additionally, you will review how QA technology is used and recommend improvements to our approach or tooling where appropriate. Acting as an advocate for the customer, you will challenge ways of working that don’t result in the right customer outcomes.

Experience
- Previous Quality Assurance experience within Customer Operations or Customer Support.
- Experience conducting quality assessments and working with QA frameworks, scorecards and calibration processes.
- Experience working within financial services, fintech or another regulated environment, understanding the balance between quality, compliance and customer outcomes.
- Experience assessing complex customer interactions such as complaints or escalations.
- Experience using QA findings and customer feedback to drive improvements in service quality or customer satisfaction.
- Experience with Zendesk QA, MaestroQA or similar quality management tools is a plus.
- Experience working with outsourced customer support partners is a plus.

About you
- Strong coaching and feedback skills, confident in having constructive conversations with people at different levels.
- Strong analytical and problem-solving skills, able to identify patterns and root causes beyond isolated QA results.
- Strong written and verbal communication skills, able to turn findings into clear and actionable recommendations.
- Proactive and confident working independently, taking ownership of your area.
- Willingness to challenge existing processes and ways of working when evidence shows a better approach.
- Comfortable working independently and challenging existing ways of working, including providing feedback to senior team members.

Qualifications
No specific qualifications are required, but a solid background in Customer Operations QA and a strong understanding of quality assurance principles are essential.