Equals Money is hiring a
Quality Assurance Associate

Summary

The job description is for a Quality Assurance Associate role in a multi-currency payment company. The QAA will assess the quality of customer interactions, develop quality processes, provide feedback to colleagues, analyze performance data, conduct coaching and training sessions, and document quality findings. The ideal candidate should have 6-12 months of professional experience, excellent communication skills, outstanding customer service skills, self-motivation, focus on quality and customer service, exceptional listening and analytical skills, solid time management skills, ability to deal with people at all levels, creativity, writing proficiency, multitasking abilities, adaptability, proficiency with Microsoft Office, and the ability to work in a shared office environment or provide their own internet service. The company offers benefits such as competitive salary, 25 days holiday per year + birthday off, opportunities for progression, development, and learning new skills, free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere, interbank currency rates on travel money and international transfers, hybrid working arrangement where possible, and a focus on inclusion, equality, and diversity.

Requirements

• 6-12 months of professional experience, ideally within a regulated environment or sector, or a recent university graduate (ideally with a 2nd class honours degree)
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Responsibilities

• Conduct Quality Assurance Evaluations
• Monitor Service Levels
• Provide Actionable Feedback
• Develop Quality Improvement Plans
• Analyze Performance Data
• Conduct Coaching and Training Sessions
• Document Quality Findings
• Stay Up-to-date with Industry Best Practices

Benefits

• A competitive salary benchmarked against a peer group
• 25 days holiday per year + your birthday off
• Opportunities for progression, development and learning new skills
• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
• Interbank currency rates on travel money and international transfers
• We operate a hybrid working arrangement where possible