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Customer Operations Quality Associate

London

About Salary Finance

Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK. 

By improving employee financial wellbeing, we have a very real and meaningful impact on people’s lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK’s leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and Goldman Sacs, and funding partnerships with JP Morgan and Virgin Money. 

Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC’s Responsible Business of Year 2018, included in KPMG’s Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors. 

Your role in our mission

We’re looking for a Customer Operations Quality Associate to join our growing Operations Team and help us continue to delight our customers as we grow. 

What you'll do

  • Using an existing QA process to manage and monitor the customer calls, emails and Livechat against a set scoring sheet
  • Provide constructive and coherent feedback to internal customer service agents and outsourced teams
  • Deliver QA feedback to colleagues and their team leaders
  • Complete quality control checks on operations processes
  • Deliver training to new starters and existing team members in both an in-person and virtual environment
  • Proactively identify knowledge gaps within teams and deliver training and/or materials to improve service
  • Create and share regular reporting on the team's quality development

About you

  • You are detail-oriented and enjoy ‘getting in the detail’
  • You are able to work in a fast paced environment
  • You have the ability to work with employees at all levels of the organisation in an open office 
  • You are self-motivated with excellent organisational and project management skills

Awesome if 

  • Have experience using Excel
  • Previous experience in a Quality Assurance role
  • Have an understanding of FCA regulations

Who you are

We embrace our differences, but have some key common values. It’s important to us that you are:

  • fearless, and able to make the impossible possible.
  • responsible, and want to help build a business that delivers a meaningful difference to society.
  • dedicated, and want to commit to an exciting journey even through the highs and lows.
  • empathetic, and truly care about every colleague and customer.
  • united, because you understand we achieve more when we work as a team.
  • humble, and take feedback as a way to continuously improve.

What do you get for all your hard work?

  • Company bonus scheme 💰
  • 25 days holiday with an extra day off on your birthday 🎂
  • Hybrid working offered 🏢 
  • Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships 🤸
  • Enhanced policies that are family and pet friendly, to include company sick pay and peternity leave 🐶
  • Great career development in a fast paced environment 🚀
  • Regular company socials (post covid, although we've got quite good at virtual ones too!)
  • Volunteer days as part of our CSR program 🤝
  • More great perks to include weekly snacks, tuckshop, cycle to work, help to save and much more! 🍭

The typical interview process

  • Phone call with our Talent Manager - 20 mins
  • Video interview with Senior Quality Associate/ Manager - 30 mins
  • Case Study to give you a taster of the role - 35 mins
  • In person interview with Hiring Manager and/or Head of Department 60 mins

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team and are passionate about what we do. If you want to join a team that is changing people’s lives for the better then we’d love to hear from you.

Learn more at salaryfinance.com

Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.

If there’s anything we can do to accommodate your specific situation, please let us know.

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