The role
- We're looking for a bright and logical Quality Assurance Specialist to join our team.
- We pride ourselves on listening to our users and doing everything we can to solve their problems.
- The Quality Assurance Specialist will continuously support and develop our customer-facing teams (including our third-party providers) by supporting the Customer Ops managers in providing regular feedback and coaching sessions to improve quality, accuracy, productivity, and overall competence. Building a scalable quality assurance framework for customer-facing interactions and content would include researching and implementing new quality monitoring tools for all communication channels. The ideal candidate will be able to work cross-functionally, reporting on progress and improvements and presenting to the Senior management team.
Key responsibilities within the role
- Continuously evaluate and enhance the QA Framework to ensure alignment with the operational needs of the Customer Operations team.
- Conduct meticulous QA checks and assume accountability for the maintenance of Quality related key performance indicators (KPIs) like QA score, CSI, etc.
- Delivering targeted training sessions to staff members and addressing knowledge gaps identified within the team.
- Developing comprehensive operation and best practices manuals
- Challenge existing practices. Identify, propose and implement areas of process improvement.
- Run calibration meetings with Customer Operations Managers
- Create, plan and ensure delivery of ongoing refresher and targetted training for Customer Ops team
- Manage the relationship between key Stakeholders and the team with regard to team quality
- Measure and track the performance of the team's quality output
- Building out, improving, and documenting our internal processes
- Continuous quality monitoring and relationship building with third-party providers
- Work with the BI and Customer Ops leadership team to analyse CSI and FTR data with a focus on improving overall customer experience
Who We’re Looking For
- Experience in performing quality checks and reviews
- Experience of working with data to make informed decisions (is preferable)
- Exemplary attention to detail
- Dependable with the ability to work cross-functionally
- You love solving problems and can adapt quickly to change
The Good Stuff!
- Wellbeing: Dedicated support and medical cover to keep you healthy.
- Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
- Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
- Equity: All permanently employed GeeCees get equity to share in our success.
- Parental leave: Tailored leave to support your life's great adventure.
- Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.
We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand
- 45% identify as women
- 23% identify as Black, Asian, Mixed, or Other
- 10% identify as LGBTQIA+
- 9% identify as neurodiverse
- 2% identify as disabled
