Quality Assurance Specialist
Moneybox Servizi
Remote
•4 days ago
•No application
About
Role Overview
The Customer Support and Operations Quality Assurance Specialist will play a crucial role in continuously improving the quality of our customer interactions and operations. The role will oversee the quality of both bot and human customer support responses, as well as the accuracy of any operational processing.
You'll collaborate closely with our Team Leaders and utilise AI to focus on constant improvement and learning, share insights into customer satisfaction and its impacts, and help our teams provide first class customer support.
What you'll do
- Lead on and expand Quality Assurance across Customer Operations
- Undertake weekly quality scoring yourself, plus oversee and collate results from the Support, Operations, AML, and Pension Operations teams
- Develop a full understanding of Moneybox products and processes to ensure and determine accuracy
- Work with Team Leaders across the department to understand how existing QA frameworks can be improved and implement changes
- Own and optimise our QA tooling
- Use AI to increase the proportion of customer interactions which are reviewed
- Review customer conversations with our AI chatbot
- Work with Heads of Teams on any errors
- Help to facilitate the roll out of phones CSAT
Track and report on team trends- Provide regular qualitative and quantitative feedback and reports based on team trends
- Work closely with Managers to set performance goals and monitor team performance against quality metrics
- Contribute to the development and implementation of improvement initiatives within the customer support function.
Help continually improve team performance- Working with our Team Leaders, monitor performance to feed back on individual team member performance and help create action plans
- Facilitate feedback and coaching sessions with individuals and teams to help them continue to learn and improve
- Collaborate with the Training & Onboarding team to ensure that team members have the necessary skills and knowledge to deliver outstanding customer service
- Stay up-to-date on industry best practices and trends in customer service and quality assurance
Monitor and feed back on customer sentiment trends- Work with Senior Leadership on methods of customer satisfaction/effort reporting
- Analyse monthly CSAT trends, reviewing any changes and action points
- Link episodic feedback (CSAT) with quality
- Link quality and CSAT with other review platforms feedback
Who you are
- Experience in quality assurance, preferably within a customer-centric environment
- Strong understanding and interest in quality assurance methodologies and best practices
- Passion for delivering exceptional customer experience
- Excellent communication, interpersonal, and coaching skills
- Strong stakeholder management and confidence liaising with different teams
- Ability to analyse data, identify trends, and draw actionable insights
- Proficiency in using quality monitoring and reporting tools
- Comfortable managing teammates - the scope of this role may include management responsibilities in the future
- An interest in AI and operationalising tasks to provide efficient output
- Able to work independently and comfortable leading QA for the Customer Operations department
- Experience in developing and delivering training programs is a plus
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