QA Specialist - Customer Operations

QA Specialist

We’re looking for an experienced QA Specialist to take ownership of Quality Assurance across global Customer Operations and help us continuously improve the quality of the support we provide to millions of ClearScore users.

This isn’t a role where you’ll simply work through a list of customer interactions and assign scores. We’re looking for someone who can look beyond an individual QA result, understand why something went wrong and help us improve the systems, processes, knowledge and behaviours behind it.

You’ll own and evolve our QA approach, work closely with our Customer Support teams, provide feedback and coaching, analyse quality and customer satisfaction trends, and help turn what we’re learning from customer interactions into meaningful improvements.

We’re looking for someone who already understands Customer Operations QA and is comfortable taking real ownership of the practice. You’ll need to be confident working independently, challenging existing ways of working and giving constructive feedback, including to experienced and senior team members.

What you will be doing:

• Owning the day-to-day Customer Operations QA practice and continuously looking for ways to improve how we measure and understand quality.
• Reviewing and evolving QA scorecards, grading standards and sampling approaches to ensure they reflect the outcomes we want for our customers.
• 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.
• Analysing QA results alongside CSAT, DSAT and other customer feedback to identify patterns, root causes and opportunities for improvement.
• Identifying where poor customer outcomes are being driven by processes, knowledge, tooling or ways of working rather than individual performance.
• Turning QA findings into clear recommendations and working with relevant teams to get improvements prioritised and delivered.
• Reporting quality trends, risks and recommendations to Customer Operations leadership.
• Working with relevant Risk and Compliance stakeholders to ensure our quality standards reflect the requirements of operating in a regulated environment.
• Reviewing how we use QA technology and recommending improvements to our approach or tooling where appropriate.
• Acting as an advocate for the customer and challenging ways of working that don’t result in the right customer outcome.

Skills we'd love you to have

• 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 the importance 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 rather than looking at QA results in isolation.
• 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 of your area.
• Experience with Zendesk QA, MaestroQA or similar quality management tools is a plus, but strong QA knowledge matters more than experience with a particular tool.
• Experience working with outsourced customer support partners is a plus
• A willingness to challenge existing processes and ways of working when the evidence shows there is a better way of doing things.

Why ClearScore?

ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. 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 we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we 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 in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we 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.

If you feel like this could be the place for you, apply and our Talent team will be happy to share more.

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

Equal Opportunities

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. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

• Levels 1-5: Minimum 2 days per week in-office
• Level 6 and above: Minimum 3 days per week in-office

• Flexibility to manage your work and life
• Dedicated in-office days for team building and collaborative projects
•  Office facilities (with plants!) designed for productive interactions
• Clear expectations and support for maintaining our hybrid schedule