Quality Assessor - Outcome Testing

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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