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About the Role
We are looking for a Quality Assurance professional to join our Operations team. This role will focus on reviewing customer-facing interactions to ensure compliance with internal processes and our QA framework, aiming to improve customer experience and monitor business risk.
Responsibilities
- Audit customer interactions (calls, emails, chat) to measure quality against QA standards.
- Reinforce best practices and expected service levels.
- Provide actionable feedback to management teams to improve customer service.
- Track trends and improvements to support data-driven coaching and process changes.
- Highlight knowledge gaps and areas needing process improvements.
- Enable teams to set reasonable expectations for drivers.
- Conduct compliance checks for legal expectations, including identity verification, data protection, and FCA requirements.
Requirements
- Proven experience in Quality Assurance is essential.
- Strong attention to detail.
- Ability to receive feedback and provide constructive critiques.
- Excellent time and focus management skills.
- Self-motivation and ability to work independently and in a team.
- Ability to demonstrate unbiased decision-making.
- Understanding of FCA regulatory requirements, including treating vulnerable customers fairly and complaints compliance.
- Experience with customers in arrears.
Skills
- Quality Assurance
- Attention to detail
- Feedback provision
- Time management
- Focus management
- Self-motivation
- Teamwork
- Independent work
- Unbiased decision-making
- FCA regulatory understanding
- Customer arrears experience
Location
- UK
Work Type
- Full-time
Experience Level
- Mid-level
Salary/Compensations
- Salary is discussed during the recruitment process and is flexible to match experience.
Benefits
- Unique culture with autonomy and opportunities to learn, decide, and build.
- Perks designed for employee well-being.
- Dog-friendly office environment.
About the Company
- Octopus EV is part of the Octopus Energy Group, focused on making electric vehicle adoption seamless.
- We offer a 'lease for life' experience with an industry-changing customer journey.
- Our mission is to drive sustainable change, decarbonize the planet, and provide fair pricing and excellent customer experiences.
- We are an innovative company transforming the industries we operate in.
Equal Opportunity
- We encourage applications from all candidates, even if they don't meet 100% of the requirements.
- We seek genuinely decent, honest, and empathetic individuals.
- We are an equal opportunity employer and do not discriminate on the basis of any protected attribute.
- We are committed to providing equal opportunities, an inclusive work environment, and fairness for everyone.