Quality Assurance Analyst
Quality Assurance Analyst
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Job Description
Were looking for an experienced customercentric QA Analyst who isnt afraid to roll their sleeves up to help deliver the best most trusted customer service as we grow our business.
In this role youll be responsible for quality assurance checking inbound and outbound communication with customers. This includes liaising with internal stakeholders to help deliver worldclass service and helping create a QA framework. You will also successfully collaborate with our operations technology and compliance teams to ensure we achieve our company growth objectives.
As a techenabled business there is a big focus on innovative AI/technology focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo we utilise the latest tools and systems to deliver top class service youll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (eg Using Intercom AI to automatically resolve as many tickets as possible without human intervention).
You will live and breathe our values and ensure they are embedded across the team and into every customer interaction. You will also provide data insights and reporting on performance to inform strategic decisions around future investment products and technology developments.
Qualifications :
Proven experience in a quality assurance or monitoring role within a customer support fintech or financial services environment
Strong understanding of FCA principles complaints handling and general conduct standards
Skilled in conducting QA audits across multiple communication channels including email inapp chat and phone (telephony)
Confident identifying gaps or risks in tone accuracy compliance and problem resolution during customer interactions
Ability to deliver constructive feedback to agents and team leads with clarity and empathy
Experience working with QA scorecards or QA software tools to assess performance consistently
Collaborative mindset able to work crossfunctionally with Compliance Ops and CX to cocreate a scalable QA framework
High attention to detail and documentation discipline to support regulatory reviews or audits
Analytical and curious comfortable spotting patterns flagging emerging issues and driving continuous improvement
Passion for excellent customer experience and helping teams raise the bar on quality and communication standards
Passion for delivering outstanding customer experience in a fastpaced missionled business
Collaborative with exceptional communication skills
Mindset to thrive in a fastpaced dynamic startup environment
However the right mindset and attitude is more important than ticking every single box on our checklist. So if youre interested in what were doing excited by our mission and the description largely fits you then get in touch!
Additional Information :
Location: Hybrid with an office in Central London 12 days per week in the office)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
