Quality Assurance and Training Specialist

We're Creditspring, a fast-growing FCA-regulated consumer credit company. We offer a new way of borrowing that focuses on members and provides them with safe and efficient financial products.

As the only subscription finance company in the UK market, we truly have a unique value proposition. Our mission is very clear: to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK, to be able to better manage their finances and avoid high-cost, short-term credit options.

Our world-class, well-funded, diverse team comes from more than 20 different countries and has grown significantly in the last 18 months. We strongly believe in the product we’re building and take pride in the service we’re providing for our members.

About the role

As a Quality Assurance and Training Specialist within the Customer Operations function at Creditspring, you will play a pivotal role in ensuring the highest standards of service for our customers. This role involves conducting thorough quality assurance checks on customer interactions, identifying areas for improvement, and providing comprehensive training to our customer operations staff. Your efforts will help drive excellence in customer service and support, aligning with Creditspring's mission to offer transparent and straightforward financial solutions.

Responsibilities

• Quality Assurance Checks:
  • Conduct regular and systematic quality assurance checks on customer interactions, including calls, emails, and chat sessions.
  • Evaluate customer service representatives’ performance against established quality criteria and provide detailed feedback.
  • Develop and maintain QA scorecards and other tools to consistently measure performance.
  • Identify trends and patterns in customer interactions that may indicate areas for improvement or training needs.
• Training and Development:
  • Design and deliver effective training programs for new hires and ongoing staff development.
  • Create training materials, including manuals, videos, and presentations, that align with Creditspring’s customer service standards.
  • Conduct regular training sessions and workshops to enhance the skills and knowledge of the customer operations team.
  • Conduct induction programs for new joiners to ensure a smooth onboarding process.
  • Provide one-on-one coaching and mentoring to staff members as needed.
• Continuous Improvement:
  • Collaborate with the Customer Operations Training Manager to develop strategies for improving customer service quality and efficiency.
  • Gather and analyse customer feedback to inform training and quality assurance processes.
  • Stay updated with industry best practices and incorporate them into Creditspring’s QA and training programs.
  • Assist in the development and implementation of new policies and procedures aimed at improving customer satisfaction.
• Reporting and Documentation:
  • Maintain accurate and up-to-date records of QA assessments, training activities, and performance improvements.
  • Prepare and present reports on QA findings and training outcomes to management.
  • Ensure all documentation is compliant with regulatory requirements and company policies.

What you'll need to succeed

• Experience and Skills:
  • Proven experience in a quality assurance or training role within a customer service or operations environment.
  • Excellent communication skills, both written and verbal, with the ability to provide clear and constructive feedback.
  • Strong analytical skills and attention to detail.
  • Ability to design and deliver engaging training programs.
  • Proficiency in using QA tools and customer service software.
• Personal Attributes:
  • A passion for customer service and commitment to quality.
  • Ability to work independently and as part of a team.
  • Strong organisational skills and the ability to manage multiple tasks simultaneously.
  • Adaptability and a proactive approach to problem-solving.
• Education and Qualifications:
  • Professional certifications in quality assurance or training are a plus.

Salary Range - The salary range for this position is between £33,000 and £36,000 per annum, depending on experience and qualifications.

Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.