Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analyst

Quality Assurance AnalystGoCardless

About us

Here at GoCardless, we’re building the world’s bank payment network. Bringing simple and secure direct bank payment solutions for people and businesses everywhere, as well as making open banking more accessible. GoCardless is used by 75,000+ organisations and counting, processing more than $30 billion of payments across 30 countries.

We’re an award-winning London based fintech, with additional offices in Riga, Paris, Melbourne and New York.

The role

Please note - this role is a 12 month fixed term contract

The role is part of our Merchant Operations Group. We are growing out our Merchant Operations teams in Riga to drive our commercial growth, ensuring that GoCardless customers continue to receive a great experience. 

Your mission is to ensure that GoCardless customers receive a great experience while ensuring anti-financial crime processes are being followed in line with company expectations.

What excites you

  • You'll be performing quality assurance - At two levels across a range of tasks, ensuring:
    - Customers are receiving a great experience when communicating with GoCardless
    - Our operational compliance processes are being followed (KYC, screening, AML checks) in line with expectations
  • You’ll learn - In detail processes across our Customer support and KYC teams
  • You’ll spend time - Assessing the performance of agents, evaluating if they're following our clearly documented processes and sharing insights to drive improvements
  • You'll put in place - Systems and processes that make quality assurance efficient and scalable
  • You'll perform analysis - To identify areas that the team needs to improve. You'll then work with internal stakeholders to flag these areas, making recommendations on how things can be improved
  • You'll build - Out, improve, and document our internal processes, flagging gaps to relevant stakeholders

What excites us

  • Significant experience working in customer & KYC roles
  • Demonstrated ability to perform quality checks and reviews
  • You're a self-starter and can drive your workload with limited supervision
  • You are well organised and can track issues to closure
  • Using data to make informed decisions 
  • Communication skills, which are clear & concise 
  • Stakeholder management, ability to influence and engage others

(some of) The good stuff

  • Wellbeing - stay healthy with dedicated support and medical cover
  • Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period
  • Adaptive Working - allows you to work flexibly, around your lifestyle
  • Equity - all permanently employed GCs get equity to help you make a valuable contribution
  • Learning Budget - lead your own development with an annual learning budget
  • Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

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 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. Working this way creates the GC magic - the reason we all love showing up to work.

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