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 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 and Complaints).

The Kroo is growing and we’d love to hear from you if you’re interested in joining us on our journey!

Here's what you'll be doing

• 
  Conducting QA checks (live chat, emails, phone calls etc.) on the teams across Customer Operations (Customer Service, Card Operations, Payment Operations and Complaints)
• Help create and develop a 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 QA MI and provide feedback to the relevant stakeholders on a regular basis

We’re looking for someone who:

• Experience in a similar role within a fintech or financial services environment
• 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

What we offer:

• 33 days holiday (including public holidays). In addition, you’ll also get your birthday on us
• Options in our company scheme
• Personal Health days
• Access to our workplace pension with a 3% employer contribution
• All the equipment you need to work effectively, usually a Macbook Pro as standard
• Access to a modern, bustling office in Holborn, Central London with a free gym
• High degree of autonomy with support from an experienced and supportive team
• Room to grow and excel within a fast paced, high grow growing start-up
• An ethically conscious company that is truly trying to change what's most broken about the industry

Office/remote working Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in Holborn, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: you'll be working shift across 5 days and 37.5 hours per week. The shifts will be provided well in advance, but typically range between 6am - 10pm.

Diversity We are firmly committed to creating and maintaining a diverse and inclusive workplace in which all employees are valued, respected, safe, supported, and listened to without judgement or prejudice. These principles apply to all, regardless of race or ethnicity, age, gender, gender identity or expression, national origin, sexual orientation, mental or physical ability, religion, appearance, political beliefs, educational background, class, and position or tenure within the company. Diversity, Equality and Inclusion are central to the direction we take at Kroo and are considered across all aspects of our business.