About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role:

We're looking for a bright and logical Quality Assurance Specialist to join our team.

We pride ourselves on listening to our users and doing everything we can to solve their problems.

The Quality Assurance Specialist will continuously support and develop our customer-facing teams (including our third-party providers) by supporting the Customer Ops managers in providing regular feedback and coaching sessions to improve quality, accuracy, productivity, and overall competence. Building a scalable quality assurance framework for customer-facing interactions and content would include researching and implementing new quality monitoring tools for all communication channels. The ideal candidate will be able to work cross-functionally, reporting on progress and improvements and presenting to the Senior management team.

Key responsibilities within the role:

Continuously evaluate and enhance the QA Framework to ensure alignment with the operational needs of the Customer Operations team.
Conduct meticulous QA checks and assume accountability for the maintenance of Quality related key performance indicators (KPIs) like QA score, CSI, etc.
Delivering targeted training sessions to staff members and addressing knowledge gaps identified within the team.
Developing comprehensive operation and best practices manuals
Challenge existing practices. Identify, propose and implement areas of process improvement.
Run calibration meetings with Customer Operations Managers
Create, plan and ensure delivery of ongoing refresher and targetted training for Customer Ops team
Manage the relationship between key Stakeholders and the team with regard to team quality
Measure and track the performance of the team's quality output
Building out, improving, and documenting our internal processes
Continuous quality monitoring and relationship building with third-party providers
Work with the BI and Customer Ops leadership team to analyse CSI and FTR data with a focus on improving overall customer experience

Who We’re Looking For:

Experience in performing quality checks and reviews
Experience of working with data to make informed decisions (is preferable)
Exemplary attention to detail
Dependable with the ability to work cross-functionally
You love solving problems and can adapt quickly to change

Salary range: €1,667 - €2,500 (gross)

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (€1,667 - €2,083) of the pay range until performance can be assessed in the role. Offers will take into account the level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

Wellbeing: Dedicated support and medical cover to keep you healthy.
Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
Equity: All permanently employed GeeCees get equity to share in our success.
Parental leave: Tailored leave to support your life's great adventure.
Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

45% identify as women
23% identify as Black, Asian, Mixed, or Other
10% identify as LGBTQIA+
9% identify as neurodiverse
2% identify as disabled

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here.

Find out more about Life at GoCardless via X, Instagram and LinkedIn.

Quality Assurance Specialist, Customer Operations

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