Quality Assurance Specialist

Company : Moneybox

Job Description - Quality Assurance Specialist

Role Overview

The Customer Support and Operations Quality Assurance Specialist will play a crucial role in continuously improving the quality of our customer interactions and operations. The role will oversee the quality of both bot and human customer support responses, as well as the accuracy of any operational processing.

You'll collaborate closely with our Team Leaders and utilise AI to focus on constant improvement and learning, share insights into customer satisfaction and its impacts, and help our teams provide first class customer support.

What you'll do

Lead on and expand Quality Assurance across Customer Operations

Undertake weekly quality scoring yourself, plus oversee and collate results from the Support, Operations, AML, and Pension Operations teams

Develop a full understanding of Moneybox products and processes to ensure and determine accuracy

Work with Team Leaders across the department to understand how existing QA frameworks can be improved and implement changes

Own and optimise our QA tooling

Use AI to increase the proportion of customer interactions which are reviewed

Review customer conversations with our AI chatbot

Work with Heads of Teams on any errors

Help to facilitate the roll out of phones CSAT

Track and report on team trends

Provide regular qualitative and quantitative feedback and reports based on team trends

Work closely with Managers to set performance goals and monitor team performance against quality metrics

Contribute to the development and implementation of improvement initiatives within the customer support function.

Help continually improve team performance

Working with our Team Leaders, monitor performance to feed back on individual team member performance and help create action plans

Facilitate feedback and coaching sessions with individuals and teams to help them continue to learn and improve

Collaborate with the Training & Onboarding team to ensure that team members have the necessary skills and knowledge to deliver outstanding customer service

Stay up-to-date on industry best practices and trends in customer service and quality assurance

Monitor and feed back on customer sentiment trends

Work with Senior Leadership on methods of customer satisfaction/effort reporting

Analyse monthly CSAT trends, reviewing any changes and action points

Link episodic feedback (CSAT) with quality

Link quality and CSAT with other review platforms feedback

Who you are

Experience in quality assurance, preferably within a customer-centric environment

Strong understanding and interest in quality assurance methodologies and best practices

Passion for delivering exceptional customer experience

Excellent communication, interpersonal, and coaching skills

Strong stakeholder management and confidence liaising with different teams

Ability to analyse data, identify trends, and draw actionable insights

Proficiency in using quality monitoring and reporting tools

Comfortable managing teammates - the scope of this role may include management responsibilities in the future

An interest in AI and operationalising tasks to provide efficient output

Able to work independently and comfortable leading QA for the Customer Operations department

Experience in developing and delivering training programs is a plus

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Quality Assurance Specialist

Job Description - Quality Assurance Specialist

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