Quality Assurance Analyst (Customer Operations)Kroo Bank • City of London, England, United Kingdom
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Quality Assurance Analyst (Customer Operations)
Kroo Bank
- City of London, England, United Kingdom
- City of London, England, United Kingdom
Über
As a Quality Assurance Analyst, the role will centre around reviewing and checking communication the Customer Operations team members have with our customers. You'll have strong project management skills alongside immaculate communication skills to work with all of the relevant stakeholders to ensure processes are documented and reviewed regularly. You'll be working closely with the Head of Customer Operations and all of the functions within (Customer Service, Card Operations, Payment Operations, Vulnerable Customers, Financial Wellbeing and Complaints). The Kroo is growing and we'd love to hear from you if you're interested in joining us on our journey!
Here’s What You’ll Be Doing
Conducting outcome based QA checks (live chat, emails, phone calls etc.) on the teams across Customer Operations (Customer Service, Card Operations, Payment Operations, Vulnerable Customers, Financial Wellbeing and Complaints)
Help develop the current QA framework
Liaise with stakeholders, including Customer Operations management team to help improve training for colleagues
Provide feedback in a timely manner and raise development feedback where required
Help improve processes and improve best practises
Develop QA MI and provide feedback to the relevant stakeholders on a regular basis
Requirements
Experience in a similar role within a fintech or financial services environment
Has a deep understanding of Treating Customers Fairly (TCF) principles within financial services
Has experience reviewing communication between the business and customersIs able to interpret data/MI and provide feedback to improve business processes
Has experience providing tailored feedback to team members
Has outstanding customer service skills and a detailed eye on improving the customer experience journey
Benefits
Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed
Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time
Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner
Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up
Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required
Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London
Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme
Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same
Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families
Room for growth: As a fast‑paced, high‑growth start‑up, we're dedicated to providing our employees with room to grow and excel
You get full healthcare for you and your nuclear family via Vitality
Hybrid Working At Kroo Bank, we have a hybrid/ flexible policy that gives both individuals and teams a lot of freedom when it comes to using the office space to boost productivity. Our London office is a great resource to collaborate and candidates should be able to attend once per week regularly to align with how we work at the moment.
Diversity and Inclusion We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.
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Sprachkenntnisse
- English
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