Lead QA Analyst

Salary: £50,200 - £63,475 + Benefits Employment Type: Fixed Term Contract - 12 Months Location Type: UK Remote

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Position Overview

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

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Responsibilities

As a Lead QA Analyst, you will be responsible for improving the quality of our service and enhancing the customer experience. You will have the opportunity to have a real impact on crucial problems that affect customers and Monzo. You will be working with internal senior stakeholders closely to ensure that effective assurance information is extracted and analysed from Monzo databases.

• Leading the required monthly governance meetings where relevant metrics will be reviewed and plans created in partnership with stakeholders.
• Developing and maintaining oversight of QA forms, processes and systems, so that they are scalable, whilst remaining customer-centric and compliant.
• Building MI to assist in the review of QA assessment team results, to determine what errors are occurring and propose actions to prevent recurrence.
• Driving improvements of processes, procedures and knowledge management.
• Being flexible with responsibilities and having a positive attitude towards any changes to the role, company/departmental objectives, priorities and targets.
• Managing a team of Analysts to help coach, support and guide them with their own professional and personal goals.

Your day-to-day:

• Supporting the QA Lead to deliver consistent, compliant and outcome-focused QA reviews, and provide assurance against Key Risk Indicators across Monzo.
• Being a role model, supporting your peers and your team to drive improvements.
• Leading medium to large scale projects to improve the QA function and assurance across Customer Operations.

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Requirements

We’d love to hear from you if you have:

• Experience within a regulated sector either in a risk and/or QA related role.
• Good people management/People Development experience.
• Comfort in developing data capture forms and datasets; data knowledge and experience is desired.
• Experience of analysing data to identify issues and drive improvements at a strategic level.
• Tenacity to solve problems, applying a logical approach to issues.
• Strong attention to detail and analytical skills.
• Ability to provide constructive feedback to enable personal growth and development.
• A strong risk and control mindset and understanding, including managing and escalating as appropriate.

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What’s in it for you

• 💰 Salary: £50,200 - £63,475 + share options
• ⏰ Flexible Working: We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• 📚 Learning Budget: £1,000 learning budget each year to use on books, training courses and conferences.
• 🏡 Work From Home Setup: We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
• ➕ Plus lots more! Read our full list of benefits.

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Application Journey

Our interview process involves the following:

1. Application stage
2. 20 minute...