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About the Role

We are seeking an experienced QA Specialist to oversee Quality Assurance for global Customer Operations, aiming to enhance the quality of support for millions of ClearScore users. This role involves analyzing quality trends, coaching support teams, and driving improvements in systems and processes beyond individual QA scores.

Responsibilities

Own the day-to-day Customer Operations QA practice and continuously seek improvements in quality measurement.
Review and evolve QA scorecards, grading standards, and sampling approaches.
Conduct quality assessments on customer interactions, including complex cases and escalations.
Run calibration and grade-the-grader activities with internal teams and outsourced partners.
Provide clear, constructive, and actionable feedback and coaching to Customer Support specialists.
Analyze QA results alongside CSAT and other customer feedback to identify patterns and root causes.
Identify process, knowledge, tooling, or working method issues impacting customer outcomes.
Translate QA findings into recommendations and collaborate with teams for implementation.
Report quality trends, risks, and recommendations to Customer Operations leadership.
Collaborate with Risk and Compliance stakeholders to align quality standards with regulatory requirements.
Review QA technology usage and recommend improvements.
Act as a customer advocate and challenge non-optimal ways of working.

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.
Understanding of balancing quality, compliance, and customer outcomes.
Experience assessing complex customer interactions, such as complaints or escalations.
Strong coaching and feedback skills, with confidence in constructive conversations.
Strong analytical and problem-solving skills.
Ability to identify patterns and root causes in QA results.
Experience using QA findings and customer feedback to drive service quality improvements.
Strong written and verbal communication skills.
Proactive approach and confidence to work independently and take ownership.
Experience with QA technology (e.g., Zendesk QA, MaestroQA) is a plus.
Experience working with outsourced customer support partners is a plus.
Willingness to challenge existing processes when evidence supports better alternatives.

Skills

Quality Assurance
Customer Operations
Customer Support
QA Frameworks
Scorecards
Calibration Processes
Financial Services
Fintech
Regulated Environments
Complex Customer Interactions
Coaching
Feedback Delivery
Analytical Skills
Problem-Solving
Root Cause Analysis
Service Improvement
Customer Satisfaction
Written Communication
Verbal Communication
Independent Work
Ownership
QA Technology
Zendesk QA
MaestroQA
Outsourced Partner Management
Process Improvement

Location

Remote
Hybrid

Work Type

Hybrid

Experience Level

Experienced

Benefits

25 paid holidays
Duvet day on birthday
Hybrid Work Environment
Private health and dental cover
Mental health support through Bupa
GP office visits
Life assurance scheme
Up to 6% matched pension
Regular Lunch and Learns
Dog-friendly office
Daily breakfast
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
No clock-watching culture
Generous maternity and paternity plans
Culture and inclusion representatives
Transparent pay structure
Career growth plan

About the Company

ClearScore is the UK's #1 credit score and report app, with over 20 million users globally and a presence in South Africa, Australia, and Canada.
We have established relationships with over 50 UK lenders and have helped 1.8 million users obtain new credit products since October 2016.
We are user-centric, leveraging technology for positive financial choices, and are design-led and data-driven.
Our company culture values smart, driven, passionate, and diverse individuals who want to make an impact.
We offer flexible work, no fixed desk hours, and focus on measuring outcomes rather than effort.
We foster an inclusive culture where all employees are encouraged to contribute ideas, prioritize wellbeing, and seek career growth opportunities.

Equal Opportunity

ClearScore is committed to providing equal employment opportunities to all qualified individuals.
As an equal opportunity employer, we make reasonable adjustments for individuals with disabilities during the recruitment and selection process.
We celebrate diversity and are committed to creating an inclusive environment for our people.