Quality Assessor - Outcome Testing

London/Cardiff/UK Remote £28,000 - £33,000 + Share Options + Benefits Hear from the team

Our QA team

Quality Assurance is part of our Customer Operations Shared Services and is one of our key controls to not only protect the bank from bad customer outcomes, but also to ensure that we are providing exceptional service to our customers and achieve our mission. This is an ideal role for someone who is self-motivated, diligent and detail-oriented.

You'll play a key role by

• Delivering stellar feedback to peers, managers and business leaders so we can achieve good customer outcomes, and meeting our regulatory requirements.
• Completing independent QA of customer journeys across Monzo business areas, assessing adherence to policies, processes, regulation and customer service standards.
• Conducting Customer Outcome Testing across customer lifecycles to identify where actual or potential harm has been caused.
• Completing independent reviews of customer journeys in line with the QA framework.
• Delivering reviews to exceptional standards, meeting both productivity and quality targets.
• Writing thorough, constructive and balanced feedback to enable business improvements and COp development.
• Supporting Root Cause Analysis by forensically identifying both the cause and the symptom of poor customer outcomes.
• Supporting the Learning & Development team with writing training and guidance where gaps are identified.
• Monitoring remediation action as a result of findings.
• Flagging trends and patterns and escalating risks to QA Analysts for further review, and highlighting potential improvements in the QA processes.
• Supporting QA Analysts with projects and pulse checks where a deep dive into an issue is required.
• Taking responsibility for own development, and supporting and coaching peers in cross-domain work.

We'd love to hear from you if

• You can demonstrate at least 6 months experience of Customer Outcome Testing (COT).
• You have a basic understanding of the FCA's Consumer Duty and how to recognise Customer Harm.
• You enjoy supporting others and delivering feedback.
• You are great at spotting trends and patterns.
• You have strong decision-making skills.
• You're great at explaining things to people, and have flawless written English.

What's in it for you

£28,000 - £33,000 share options.

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Plus lots more! Read our full list of benefits .

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We'll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.