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Quality Control Lead

2 months ago

Cardiff County, United Kingdom FinTech People Full time

A widely renowned and award-winning, Cardiff based FinTech is seeking a new Customer Operations Quality Control Lead. You will be leading and mentoring the customer operations QC Team carrying out quality control checks of customer operations teams to ensure the best and fairest outcomes for digital banking customers.


Duties include:


  • Maintain expert level understanding of customer operations policies and procedures.
  • Manage team resourcing and allocation of checking to be completed.
  • Assess the quality of interactions with customers.
  • Provide feedback on actions taken by customer operations team members.
  • Mentor and develop a team of customer operations QC Analysts.
  • Understand and work in line with FCA regulations regarding customer outcome.
  • Liaise with wider customer operations management team and coaching leads to support efficacy of the customer operations team.
  • Suggest and advise on improvements within customer service delivery.
  • Conduct ‘check the checker’ assessments.
  • Adhere to internal policies and SLAs

Essential experience:


  • QC Team management experience gained within a financial services / FinTech organisation.
  • Be passionate about customer experience and ensure the highest level of customer outcome.
  • Use diplomacy to keep team members across the operations division engaged with feedback and actions for improvement.
  • Positive, growth mindset approach to changing outcomes for customers.
  • Excellent communication skills.


Salary: £38-46,000 plus benefits