Senior Quality Assurance Analyst (Customer Operations)

We're on a mission to build the world's greatest social bank. We believe that banking needs to change for the better. When money is used correctly, it can transform our daily lives and positively impact the planet. We're a varied team of experienced tech, customer experience, marketing, legal and banking professionals and we're looking for highly motivated and inquisitive people who want to understand customer behaviour and how to deliver the best customer experience.

As a Senior Quality Assurance Analyst, the role will centre around reviewing and checking communication the Customer Operations team members have with our customers. You'll have strong project management skills alongside immaculate communication skills to work with all of the relevant stakeholders to ensure processes are documented and reviewed regularly. You'll be working closely with the Head of Customer Operations and all of the functions within (Customer Service, Card Operations, Payment Operations, Vulnerable Customers, Financial Wellbeing and Complaints).

What you’ll be doing:

• Conducting outcome based QA checks (live chat, emails, phone calls etc.) on the teams across Customer Operations (Customer Service, Card Operations, Payment Operations, Vulnerable Customers, Financial Wellbeing, Lending and Complaints)
• Help maintain the current QA framework
• Liaise with stakeholders, including Customer Operations management team to help improve training for colleagues
• Provide feedback in a timely manner and raise development feedback where required
• Help improve processes and improve best practises
• Develop and submit QA MI and provide feedback to the relevant stakeholders on a regular basis

Requirements:

• Experience in a similar role within a fintech or financial services environment
• Experience in the key areas of QA noted above
• Has a deep understanding of Treating Customers Fairly (TCF) principles within financial services
• Has experience reviewing communication between the business and customers
• Is able to interpret data/MI and provide feedback to improve business processes
• Has experience providing tailored feedback to team members
• Has outstanding customer service skills and a detailed eye on improving the customer experience journey

Benefits:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel
• You get full healthcare for you and your nuclear family via Vitality

Hybrid Working:

At Kroo Bank, we have a hybrid/ flexible policy that gives both individuals and teams a lot of freedom when it comes to using the office space to boost productivity. Our London office is a great resource to collaborate and candidates should be able to attend once per week regularly to align with how we work at the moment.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.