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Quality Assessor

Posted about 14 hours agoViewed

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💎 Seniority level: Junior, 6 months

📍 Location: United Kingdom

💸 Salary: 28000.0 - 33000.0 GBP per year

🔍 Industry: Banking

🏢 Company: Monzo👥 1001-5000💰 Secondary Market 5 months ago🫂 Last layoff almost 5 years agoFinancial ServicesBankingWealth ManagementFinTech

🗣️ Languages: English

⏳ Experience: 6 months

🪄 Skills: QACommunication SkillsAnalytical SkillsCustomer serviceAttention to detailWritten communicationComplianceProblem-solving skillsReporting

Requirements:
  • You can demonstrate at least 6 months experience of Customer Outcome Testing (COT)
  • You have a basic understanding of the FCA’s Consumer Duty and how to recognise Customer Harm
  • You enjoy supporting others and delivering feedback
  • You are great at spotting trends and patterns
  • You have strong decision making skills
  • You're great at explaining things to people, and have flawless written English
Responsibilities:
  • Delivering stellar feedback to peers, managers and business leaders so we can achieve good customer outcomes, and meeting our regulatory requirements
  • Completing independent QA of customer journeys across Monzo business areas, assess adherence to policies, processes, regulation and customer service standards
  • Conducting Customer Outcome Testing across customer lifecycles to identify where actual or potential harm has been caused
  • Completing independent reviews of customer journeys in line with the QA framework
  • Delivering reviews to exceptional standards, meeting both productivity and quality targets
  • Writing thorough, constructive and balanced feedback to enable business improvements and COp development
  • Supporting Root Cause Analysis by forensically identifying both the cause and the symptom of poor customer outcomes
  • Supporting the Learning & Development team with writing training and guidance where gaps are identified
  • Monitoring remediation action as a result of findings
  • Flagging trends and patterns and escalating risks to QA Analysts for further review, and highlighting potential improvements in the QA processes
  • Supporting QA Analysts with projects and pulse checks where a deep dive into an issue is required
  • Taking responsibility for own development, and supporting and coaching peers in cross-domain work
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