Quality Auditor Team Lead
2 weeks ago
**Our mission**:
Definitely not a sweet shop.
We're the tech company making insurance more accessible and more affordable for as many people as possible.
We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while being rated excellent on Trustpilot. But we’re just getting started.
Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries
If you're looking for a challenge, our next chapter is set to be an exciting one
**How we work**:
We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.
Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog
**Operations at Marshmallow**
Marshmallow’s operations teams work together to deliver an exceptional experience for our customers across three focused sub-teams:
- Customer Operations (COps) have an ambition to provide the most accessible, efficient and knowledgeable customer service in the insurance industry. COps The team deals with thousands of queries each week and ensures our customers get quick and accurate answers, 7 days a week.
- Our Claims team exists to help customers when they need us most. Newly formed, this team is the first point of contact for drivers who have had an accident, and it’s our their aim to get them back on the road as soon as possible. We are committed to re-imagining the claims experience as we aspire to deliver a best-in-class service.
- The Fraud team’s mission is to reduce the risk of fraud and protect the loss ratio the business against loss, making sure that Marshmallow remains affordable for our customers. We are doing this by growing our talented team and using technology/systems to quickly identify and prevent fraud.
**What you’ll be doing**:
We’re looking for an experienced, people-focused Quality Assurance Manager to help us ensure our customers are treated fairly, and receive the very best possible service at all times. Additionally identifying opportunities to engage and develop our front line teams, processes and procedures.
As a Lead, you will be responsible for managing the day-to-day operations of a growing team of QA specialists, whilst also helping us iterate our customer-facing and internal processes. We are looking for someone with proven leadership skills who will relish the challenge of working with leaders from across Marshmallow to strengthen and scale our Operations function, setting us up for future growth.
Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. _Please note, due to the nature of this role, some ‘out of hours’ work may be required._
You can find out about our culture and what working at Marshmallow is like here.
- Leading the day-to-day operations of a growing team of QA Specialists in our Operations function, ensuring we remain compliant, hit ambitious cross-functional KPIs and targets, and leading a variety of operations improvement initiatives.
- Managing and coaching team members, and supporting them in the development of their knowledge and skills.
- Responsibility of setting of the team’s strategic goals, and initiating and overseeing changes that benefit our customers, teammates and the company.
- Reviewing processes and recommending changes to help us scale more efficiently. You'll also help conduct quality assurance reviews, lead calibration sessions, and highlight missed opportunities/areas for improvement.
- Delivering the QA strategy and an ongoing roadmap of initiatives to support customer service and operational excellence, compliance & scalable process improvement.
- Identifying relevant remedial actions where necessary (via root cause analysis) and working with key stakeholders to drive improvement eg. process improvement, and adapting training material accordingly.
- Ensuring deadlines are met to adhere to Treating Customers Fairly principles as well as other standards as specified by the regulator & senior stakeholders.
- Helping the business to adhere and excel in accordance with FCA Consumer Duty.
**Who you are**
- You truly care about supporting and developing the people you manage.
- You have a proven ability to think strategically but are also able to get deep into the detail.
- You are organised and can be relied upon to get things done.
- You are patient and stay calm under pressure.
- You enjoy problem-solving and creating innovative solutions to com
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