Location
London

Hours
Hybrid work environment with minimum 2-3 days per week in-office for Levels 1-5 and minimum 3 days per week in-office for Level 6 and above

Salary
Negotiable

About the Role
We are seeking an experienced QA Specialist to take ownership of Quality Assurance across global Customer Operations at ClearScore Technology Limited. This role goes beyond scoring individual customer interactions; you will analyze root causes and help improve systems, processes, knowledge, and behaviours to enhance the quality of support provided to millions of ClearScore users. You will own and evolve our QA approach, collaborate closely with Customer Support teams, provide feedback and coaching, analyze quality and customer satisfaction trends, and translate insights into meaningful improvements.

Key responsibilities include owning the day-to-day QA practice, reviewing and evolving QA scorecards and grading standards, conducting quality assessments including complex cases and escalations, running calibration activities to maintain consistent quality standards, providing actionable feedback and coaching, analyzing QA results alongside customer feedback to identify improvement opportunities, and reporting quality trends and recommendations to leadership. You will also work with Risk and Compliance stakeholders to ensure QA standards meet regulatory requirements and advocate for the customer by challenging ineffective ways of working.

This role requires a proactive, independent professional comfortable challenging existing processes and providing constructive feedback to all levels of the organisation.

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 in financial services, fintech, or other regulated environments with a strong understanding of balancing quality, compliance, and customer outcomes
- Experience assessing complex customer interactions such as complaints or escalations
- Experience using QA findings and customer feedback to drive service quality or customer satisfaction improvements
- Experience working with outsourced customer support partners is a plus
- Experience with Zendesk QA, MaestroQA, or similar quality management tools is a plus

About you
- Strong coaching and feedback skills with confidence to have constructive conversations across experience levels
- Strong analytical and problem-solving skills with the ability to identify patterns and root causes beyond isolated QA results
- Strong written and verbal communication skills to translate findings into clear, actionable recommendations
- Proactive and confident working independently and taking ownership
- Willingness to challenge existing processes and ways of working when evidence supports better approaches

Qualifications
No specific qualifications required; focus is on relevant experience, skills, and a proactive attitude.