ClearScore on cord

ClearScore

QA Specialist

External position
London, UK
Hiring internally for ClearScore?
FinTech · Finance
Our vision is to help everyone, no matter what their circumstances, achieve greater financial well-being.
Active
over 6 months ago
Posted
2 weeks ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Quality Assurance
Experience level: Mid, Senior
Core skills considered: Escalations handling, Customer service
Other skills considered: Customer support, Customer feedback management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job Description

We're looking for an experienced QA Specialist to take ownership of Quality Assurance across global Customer Operations and help us continuously improve the quality of the support we provide to millions of ClearScore users.

This isn't a role where you'll simply work through a list of customer interactions and assign scores. We're looking for someone who can look beyond an individual QA result, understand why something went wrong and help us improve the systems, processes, knowledge and behaviours behind it.

You'll own and evolve our QA approach, work closely with our Customer Support teams, provide feedback and coaching, analyse quality and customer satisfaction trends, and help turn what we're learning from customer interactions into meaningful improvements.

We're looking for someone who already understands Customer Operations QA and is comfortable taking real ownership of the practice. You'll need to be confident working independently, challenging existing ways of working and giving constructive feedback, including to experienced and senior team members.


What you will be doing:

  • Owning the day-to-day Customer Operations QA practice and continuously looking for ways to improve how we measure and understand quality.
  • Reviewing and evolving QA scorecards, grading standards and sampling approaches to ensure they reflect the outcomes we want for our customers.
  • Conducting quality assessments across a range of customer interactions, including complex cases, escalations and complaints.
  • Running calibration and grade-the-grader activities across internal teams and outsourced partners to maintain fair and consistent quality standards.
  • Providing clear, constructive and actionable feedback and coaching to Customer Support specialists.
  • Analysing QA results alongside CSAT, DSAT and other customer feedback to identify patterns, root causes and opportunities for improvement.
  • Identifying where poor customer outcomes are being driven by processes, knowledge, tooling or ways of working rather than individual performance.
  • Turning QA findings into clear recommendations and working with relevant teams to get improvements prioritised and delivered.
  • Reporting quality trends, risks and recommendations to Customer Operations leadership.
  • Working with relevant Risk and Compliance stakeholders to ensure our quality standards reflect the requirements of operating in a regulated environment.
  • Reviewing how we use QA technology and recommending improvements to our approach or tooling where appropriate.
  • Acting as an advocate for the customer and challenging ways of working that don't result in the right customer outcome.

Skills we'd love you to have

  • Previous Quality Assurance experience within Customer Operations or Customer Support.
  • Experience conducting quality assessments and working with QA frameworks, scorecards and calibration processes.
  • Experience working within financial services, fintech or another regulated environment, with an understanding of the importance of balancing quality, compliance and customer outcomes.
  • Experience assessing complex customer interactions, such as complaints or escalations.
  • Strong coaching and feedback skills, with the confidence to have constructive conversations with people at different levels of experience.
  • Strong analytical and problem-solving skills, with the ability to identify patterns and root causes rather than looking at QA results in isolation.
  • Experience using QA findings and customer feedback to drive improvements in service quality or customer satisfaction.
  • Strong written and verbal communication skills, with the ability to turn findings into clear and actionable recommendations.
  • A proactive approach and the confidence to work independently and take ownership of your area.
  • Experience with Zendesk QA, MaestroQA or similar quality management tools is a plus, but strong QA knowledge matters more than experience with a particular tool.
  • Experience working with outsourced customer support partners is a plus
  • A willingness to challenge existing processes and ways of working when the evidence shows there is a better way of doing things.

Company Benefits

  • Holidays – 25 paid holidays and a “duvet day” on your birthday
  • Pension – ClearScore matches up to 6%
  • Market-beating medical insurance - with the option to add friends and family
  • Dental cover with Denplan, the LARGEST dental provider in the UK – with the option to add family members
  • All permanent staff are automatically included in our ClearScore Group Life Assurance Scheme – life insurance cover will be an amount that is equal to 4x your basic salary
  • Perkbox – a choice of different benefits
  • Flexible work hours and the ability to work from home
  • Flexible, generous and personalised maternity and paternity plans
  • Monthly funded GP office visits
  • Free breakfast and fruit...and a beer fridge
  • Company personal trainer, boxing and yoga classes
  • Company clubs for football, climbing, cinema, board games... if there's not one for your passion, start one!
QA Specialist at ClearScore
Position posted 2 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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