At a Glance
- Tasks: Lead Quality Assurance for global Customer Operations and enhance support quality for millions.
- Company: Join ClearScore, the UK's top credit score app with a vibrant culture.
- Benefits: Enjoy flexible work, health cover, generous holidays, and continuous learning opportunities.
- Other info: Dynamic hybrid work environment with a focus on collaboration and innovation.
- Why this job: Make a real impact by improving customer experiences and driving meaningful change.
- Qualifications: Experience in QA within Customer Operations and strong analytical skills required.
The predicted salary is between 38250 - 46750 £ per year.
QA Specialist
We’re looking for an experienced QA Specialist to take ownership of Quality Assurance across global Customer Operations and help us continuously improve the quality of the support we provide to millions of Clear Score users.
This isn’t a role where you’ll simply work through a list of customer interactions and assign scores.
We’re looking for someone who can look beyond an individual QA result, understand why something went wrong and help us improve the systems, processes, knowledge and behaviours behind it.
You’ll own and evolve our QA approach, work closely with our Customer Support teams, provide feedback and coaching, analyse quality and customer satisfaction trends, and help turn what we’re learning from customer interactions into meaningful improvements.
We’re looking for someone who already understands Customer Operations QA and is comfortable taking real ownership of the practice.
You’ll need to be confident working independently, challenging existing ways of working and giving constructive feedback, including to experienced and senior team members.
- What you will be doing
- Owning the day-to-day Customer Operations QA practice and continuously looking for ways to improve how we measure and understand quality.
- Reviewing and evolving QA scorecards, grading standards and sampling approaches to ensure they reflect the outcomes we want for our customers.
- Conducting quality assessments across a range of customer interactions, including complex cases, escalations and complaints.
- Running calibration and grade-the-grader activities across internal teams and outsourced partners to maintain fair and consistent quality standards.
- Providing clear, constructive and actionable feedback and coaching to Customer Support specialists.
- Analysing QA results alongside CSAT, DSAT and other customer feedback to identify patterns, root causes and opportunities for improvement.
- Identifying where poor customer outcomes are being driven by processes, knowledge, tooling or ways of working rather than individual performance.
- Turning QA findings into clear recommendations and working with relevant teams to get improvements prioritised and delivered.
- Reporting quality trends, risks and recommendations to Customer Operations leadership.
- Working with relevant Risk and Compliance stakeholders to ensure our quality standards reflect the requirements of operating in a regulated environment.
- Reviewing how we use QA technology and recommending improvements to our approach or tooling where appropriate.
- Acting as an advocate for the customer and challenging ways of working that don’t result in the right customer outcome.
Skills We’d Love You To Have
- Previous Quality Assurance experience within Customer Operations or Customer Support.
- Experience conducting quality assessments and working with QA frameworks, scorecards and calibration processes.
- Experience working within financial services, fintech or another regulated environment, with an understanding of the importance of balancing quality, compliance and customer outcomes.
- Experience assessing complex customer interactions, such as complaints or escalations.
- Strong coaching and feedback skills, with the confidence to have constructive conversations with people at different levels of experience.
- Strong analytical and problem-solving skills, with the ability to identify patterns and root causes rather than looking at QA results in isolation.
- Experience using QA findings and customer feedback to drive improvements in service quality or customer satisfaction.
- Strong written and verbal communication skills, with the ability to turn findings into clear and actionable recommendations.
- A proactive approach and the confidence to work independently and take ownership of your area.
- Experience with Zendesk QA, Maestro QA or similar quality management tools is a plus, but strong QA knowledge matters more than experience with a particular tool.
- Experience working with outsourced customer support partners is a plus
- A willingness to challenge existing processes and ways of working when the evidence shows there is a better way of doing things.
Why Clear Score?
Clear Score is the UK's #1 credit score and report app.
We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast.
Someone joins Clear Score every 20 seconds.
We have established relationships with over 50 of the main lenders in the UK, and have been a trusted tool for customers to manage their credit and make better financial decisions.
Since October 2016 we have helped 1.8 million users take out a new credit card or loan.
We are user‑centric at our core and we believe in leveraging technology to enable positive financial choices.
We are design‑led and data‑driven and we embed these behaviours in everything we do.
Our company culture is a fundamental part of all we have achieved.
We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation.
We trust you to manage your own time so we offer flexible work and no fixed desk hours.
We don't micromanage and we believe in measuring outcomes rather than effort.
We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.
Benefits
- 25 paid holidays and a “duvet day” on your birthday
- Hybrid Work Environment
- Private health and dental cover - including mental health support through Bupa
- GP office visits
- Life assurance scheme
- Up to 6% matched pension
- Regular Lunch and Learns with guest speakers
- Dog‑friendly office
- Daily breakfast and free snacks
- Access to discounts via Cobens Extras
- Free sports and social clubs
- Continued investment into learning and development
- Leadership‑led training
- In‑house psychotherapist
- Financial coach to help you plan and achieve your goals
- No clock‑watching culture
- Generous maternity and paternity plans
- Culture and inclusion representatives
- Transparent pay structure and a career growth plan
- Equal Opportunities
Clear Score is committed to providing equal employment opportunities to all qualified individuals.
As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process.
If you require accommodation, please inform us in advance, and we will work with you to meet your needs.
Please see our People Policy Notice at https://www. clearscore. com/people-notice.
Our Hybrid Model
We embrace a dynamic hybrid work environment that balances flexibility with collaborative in‑person experiences.
Our approach is designed to foster innovation, team connection, and individual productivity.
- Levels 1-5: Minimum 2 days per week in‑office
- Level 6 and above: Minimum 3 days per week in‑office
We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face‑to‑face collaboration.
Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.
- What This Means for You
- Flexibility to manage your work and life
- Dedicated in‑office days for team building and collaborative projects
- Office facilities (with plants!) designed for productive interactions
- Clear expectations and support for maintaining our hybrid schedule
We’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!
Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.
Inclusion Policy
We are always looking for talented individuals to join Clear Score.
We are an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for our people.
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QA Specialist - Customer Operations employer: ClearScore
ClearScore is an exceptional employer, offering a vibrant work culture that prioritises flexibility, collaboration, and continuous learning. With a strong commitment to employee growth, we provide numerous benefits including private health cover, generous leave policies, and regular opportunities for professional development. Our inclusive environment encourages all team members to contribute their ideas and thrive, making it a rewarding place to build a meaningful career in the heart of the UK's leading consumer credit marketplace.
StudySmarter Expert Advice🤫
We think this is how you could land QA Specialist - Customer Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ClearScore. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ClearScore before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace QA Specialist - Customer Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ClearScore:Your cover letter is your chance to shine! Tell us why you want to work at ClearScore specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ClearScore!
How to prepare for a job interview at ClearScore
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
