Quality Assurance Specialist, Customer Operations

<div class="content-intro"><h3><strong>About Us at GoCardless</strong></h3> <p>GoCardless is a <strong>global bank payment</strong> company. Over <strong>100,000 businesses</strong>, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. </p> <p>GoCardless processes <strong>US$130bn+</strong> of payments annually, across <strong>30+ countries</strong>; helping customers collect and send both <strong>recurring</strong> and <strong>one-off payments</strong>, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over <strong>2,500 banks</strong>, we help our customers make faster, more informed decisions.</p> <p>We are headquartered in the<strong> UK</strong> with offices in <strong>London</strong> and <strong>Leeds</strong>, and additional locations in <strong>Australia, France, Ireland, Latvia, Portugal</strong> and the <strong>United States.</strong></p> <p>At GoCardless, we're all about <strong>supporting you</strong>! We’re committed to making our hiring process <strong>inclusive</strong> and <strong>accessible</strong>. If you need extra support or adjustments, reach out to your <strong>Talent Partner</strong> — we’re here to help! </p> <p>And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, <strong>we encourage you to apply!</strong></p></div><h3><strong>The role:</strong></h3> <p>We're looking for a bright and logical Quality Assurance Specialist to join our team.</p> <p>We pride ourselves on listening to our users and doing everything we can to solve their problems.</p> <p>The Quality Assurance Specialist will continuously support and develop our customer-facing teams (including our third-party providers) by supporting the Customer Ops managers in providing regular feedback and coaching sessions to improve quality, accuracy, productivity, and overall competence. Building a scalable quality assurance framework for customer-facing interactions and content would include researching and implementing new quality monitoring tools for all communication channels. The ideal candidate will be able to work cross-functionally, reporting on progress and improvements and presenting to the Senior management team.<br><br></p> <h3><strong>Key responsibilities within the role:</strong></h3> <ul> <li>Continuously evaluate and enhance the QA Framework to ensure alignment with the operational needs of the Customer Operations team.</li> <li>Conduct meticulous QA checks and assume accountability for the maintenance of Quality related key performance indicators (KPIs) like QA score, CSI, etc.</li> <li>Delivering targeted training sessions to staff members and addressing knowledge gaps identified within the team.</li> <li>Developing comprehensive operation and best practices manuals</li> <li>Challenge existing practices. Identify, propose and implement areas of process improvement.</li> <li>Run calibration meetings with Customer Operations Managers</li> <li>Create, plan and ensure delivery of ongoing refresher and targetted training for Customer Ops team</li> <li>Manage the relationship between key Stakeholders and the team with regard to team quality</li> <li>Measure and track the performance of the team's quality output</li> <li>Building out, improving, and documenting our internal processes</li> <li>Continuous quality monitoring and relationship building with third-party providers</li> <li>Work with the BI and Customer Ops leadership team to analyse CSI and FTR data with a focus on improving overall customer experience<br><br></li> </ul> <h3><strong>Who We’re Looking For:</strong></h3> <ul> <li>Experience in performing quality checks and reviews</li> <li>Experience of working with data to make informed decisions (is preferable)</li> <li>Exemplary attention to detail</li> <li>Dependable with the ability to work c ... (truncated, view full listing at source)