Job Description
Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?
We’ve already done big things since launching in the UK in 2020. In our first 24 months, we gained a huge 3 million customers. And just 14 months into our journey, we earned double-unicorn status – the fastest company in Europe to do so *bragging-not-bragging*
There are some exciting projects coming up and we’ve got big growth plans. Want to join us?
The role.
We are seeking a highly motivated and experienced QA Specialist to join our team. As a QA Specialist, you will play a pivotal role in ensuring the quality and compliance of our consumer lending operations in accordance with FCA regulations. Your attention to detail, strong communication skills, and knowledge of FCA requirements will be essential in maintaining regulatory compliance and delivering exceptional customer experiences. This is a great opportunity for an individual passionate about maintaining high standards within a regulated environment.
Day to day responsibilities:
- Conduct rigorous quality assurance assessments on agents' calls and written communications to identify knowledge gaps, trends, and compliance issues, ensuring adherence to FCA regulations.
- Provide timely and constructive feedback to stakeholders towards improved performance and maintaining the highest quality standards.
- Conduct root cause analysis to identify areas of improvement and develop action plans to address quality and knowledge gaps, aligning with FCA compliance regulation.
- Acquire comprehensive knowledge of content integrity to effectively perform quality assurance on new and advanced agent performances, ensuring compliance with FCA requirements.
- Collaborate closely with the team to optimise and continuously improve the quality assurance and knowledge management processes, keeping them aligned with FCA regulatory expectations.
- Actively contribute to other quality and knowledge-related projects aimed at enhancing operational efficiency, regulatory compliance, and customer satisfaction.
- Proven experience working in quality assurance, specifically assessing contact agents in a lending environment within a contact centre, demonstrating a solid understanding of FCA compliance requirements.
- Excellent written and verbal communication including spelling and grammar.
- Familiarity with tools and systems commonly used for quality assurance in a lending environment, ensuring accurate monitoring and documentation of compliance-related activities.
- Strong organisational skills and a collaborative mindset, with the ability to work effectively in a team-oriented environment, promoting compliance awareness and best practices.
- Meticulous attention to detail, ensuring accurate identification and mitigation of compliance risks and knowledge.
- Previous experience within a lending environment, displaying a comprehensive understanding of FCA regulations, compliance obligations, and industry-specific challenges.
- The ability to work autonomously to achieve personal and team objectives.
Compensation & Savings
- Pension scheme - 5% employee contribution and 3% employer contribution
- Death in Service scheme - 3x your annual basic salary to nominated beneficiaries
- Income Protection - up to 75% of annual basic salary to cover long term injury or illness
- Private Medical Insurance including:
- GP consultations (video, telephone or face-to-face)
- Prescribed medication
- In-patient, day-patient and out-patient care
- Mental health support
- Physiotherapy
- Advanced cancer cover
- Employee Assistance Programme including:
- Unlimited mental health sessions
- 24/7 remote GP & physiotherapy
- 24/7 helpline for emotional & practical support
- Savings & discounts on everyday shopping
- 1:1 personalised wellbeing consultations
Family Friendly Policies
- Enhanced maternity pay
- Enhanced paternity pay
- Enhanced adoption pay
- 5% cashback in Zilch rewards on purchases through the app
- £200 Zilch rewards bonus for WFH set up
Learning & Development
- Professional Qualifications
- Professional Memberships
- Learning Suite for e-courses
- Internal Training Programmes
- FCA & Regulatory training
- Hybrid Working 3 days in office
- Casual dress code
- Work related social events
- Free fruit, snacks, and refreshments in the office
To apply for this role, please submit your CV along with a cover letter.
We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business.
We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success.
Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.