Customer Experience Quality Assurance Team Lead

Description

Compensation details will be shared by the recruiter during the first interview.

The perks:

• Competitive salary & benefits plan

• Life Insurance

• My Benefit Platform

• Medical Insurance with Medicover

• 1 additional day off to celebrate your Birthday

• 2 additional days off a year for voluntary work

• Share Plans for Employees

• Free lunch at the office (ones per week)

• Employee Assistance Program

• We work in hybrid working model

What You'll Need:

• A track record in a QA, compliance, complaints, or quality role within financial services or another regulated environment, with experience managing or mentoring others.

• A solid understanding of why regulation matters in financial services, and a real appreciation of QA's role as a line of defence for the client and the firm - not a box-ticking exercise.

• Familiarity with Consumer Duty principles, particularly around complaints and vulnerable client handling.

• Strong reporting and analytical skills: you can build reporting that is methodologically sound and actually tells the story, rather than just presenting numbers.

• The confidence to own a standard and defend it under challenge, constructively, with evidence - including pushing back on rebuttals from agents, team leads, and managers.

• Excellent written English with a strong grasp of spelling, punctuation and grammar (SPAG). You will be setting the bar for the written communication you assess.

• A genuinely customer-centric mindset, and strong investigation skills to get to the root cause of negative outcomes rather than just recording them.

• An appetite to get hands-on with QA tooling, including configuring an AI evaluation platform (scorecards and prompts).