Quality Assurance Specialist

Summary

Join Moneybox as a Customer Support and Operations Quality Assurance Specialist and play a crucial role in enhancing the quality of customer interactions and operations. You will oversee the quality of bot and human support responses and operational processing accuracy. Collaborate with team leaders, leverage AI for continuous improvement, share insights on customer satisfaction, and help deliver first-class customer support. Lead and expand QA across customer operations, undertake weekly quality scoring, and develop a deep understanding of Moneybox products and processes. Work with team leaders to improve QA frameworks, optimize QA tooling, use AI to increase reviewed interactions, and review customer conversations. Collaborate with team heads on errors, facilitate CSAT rollout, track and report on team trends, and provide regular feedback. Work with managers to set performance goals, contribute to improvement initiatives, and monitor team performance. Facilitate feedback and coaching sessions, collaborate with the training team, stay updated on industry best practices, and monitor customer sentiment trends.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Experience in developing and delivering training programs