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About the Role
We are seeking an experienced QA Specialist to own Quality Assurance for global Customer Operations, driving continuous improvement in the quality of support for millions of ClearScore users. This role involves analyzing quality trends, evolving QA approaches, providing feedback and coaching, and translating customer interaction insights into meaningful improvements.
Responsibilities
- Owning the day-to-day Customer Operations QA practice and continuously looking for ways to improve how quality is measured and understood.
- Reviewing and evolving QA scorecards, grading standards, and sampling approaches to ensure they reflect desired customer outcomes.
- Conducting quality assessments across a range of customer interactions, including complex cases, escalations, and complaints.
- Running 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.
- Analyzing QA results alongside CSAT, DSAT, and other customer feedback to identify patterns, root causes, and opportunities for improvement.
- Identifying where poor customer outcomes are driven by processes, knowledge, tooling, or ways of working rather than individual performance.
- Translating QA findings into clear recommendations and collaborating with relevant teams to get improvements prioritized and delivered.
- Reporting quality trends, risks, and recommendations to Customer Operations leadership.
- Working with relevant Risk and Compliance stakeholders to ensure quality standards meet regulatory requirements.
- Reviewing QA technology usage and recommending improvements to approach or tooling.
- Acting as an advocate for the customer and challenging ways of working that do not result in the right customer outcome.
Requirements
- 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, with an understanding of balancing quality, compliance, and customer outcomes.
- Experience assessing complex customer interactions, such as complaints or escalations.
- Strong coaching and feedback skills, with the confidence to have constructive conversations with people at different levels of experience.
- Strong analytical and problem-solving skills, with the ability to identify patterns and root causes.
- Experience using QA findings and customer feedback to drive improvements in service quality or customer satisfaction.
- Strong written and verbal communication skills, with the ability to turn findings into clear and actionable recommendations.
- A proactive approach and the confidence to work independently and take ownership.
- Experience with Zendesk QA, MaestroQA, or similar quality management tools is a plus.
- Experience working with outsourced customer support partners is a plus.
- A willingness to challenge existing processes and ways of working when evidence shows a better way.
Skills
- Quality Assurance
- Customer Operations
- Customer Support
- QA Frameworks
- Scorecards
- Calibration Processes
- Financial Services
- Fintech
- Regulated Environment
- Complex Customer Interactions
- Complaints Assessment
- Escalations Assessment
- Coaching
- Feedback Delivery
- Analytical Skills
- Problem-Solving
- Root Cause Analysis
- Service Quality Improvement
- Customer Satisfaction Improvement
- Written Communication
- Verbal Communication
- Proactive Approach
- Independent Work
- Ownership
- Zendesk QA
- MaestroQA
- Quality Management Tools
- Outsourced Partner Management
- Process Improvement
Location
- Remote
- Hybrid
Work Type
- Hybrid
- Flexible work
Experience Level
- Experienced
Benefits
- 25 paid holidays and a “duvet day” on your birthday
- Hybrid Work Environment
- Private health and dental cover - including mental health support through Bupa
- GP office visits
- Life assurance scheme
- Up to 6% matched pension
- Regular Lunch and Learns with guest speakers
- Dog-friendly office
- Daily breakfast and free snacks
- Access to discounts via Cobens Extras
- Free sports and social clubs
- Continued investment into learning and development
- Leadership-led training
- In-house psychotherapist
- Financial coach to help you plan and achieve your goals
- No clock-watching culture
- Generous maternity and paternity plans
- Culture and inclusion representatives
- Transparent pay structure and a career growth plan
About the Company
- ClearScore is the UK's #1 credit score and report app, with over 20 million users globally and growing fast.
- We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.
- Since October 2016 we have helped 1.8 million users take out a new credit card or loan.
- We are user-centric at our core and believe in leveraging technology to enable positive financial choices.
- We are design-led and data-driven and embed these behaviours in everything we do.
- Our company culture is a fundamental part of all we have achieved.
- We believe in hiring smart, driven, passionate, and diverse people who are keen on having a real impact.
- We trust you to manage your own time so we offer flexible work and no fixed desk hours.
- We don't micromanage and believe in measuring outcomes rather than effort.
- We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing, and actively seek opportunities for career growth.
Equal Opportunity
- ClearScore is committed to providing equal employment opportunities to all qualified individuals.
- As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process.
- We are always looking for talented individuals to join ClearScore.
- We are an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for our people.