Quality Assessor, Customer Outcome Testing

About Us

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 ❤️

Role Details

Location: Remote, UK Salary: £28,020 to £35,475 + Benefits Important Note: In the spirit of transparency, we will only consider applications from people that have held the job title of Customer Outcome Testing. Application Closing Date: Friday 15th August at 5pm. No other applications will be accepted after this time. Start Date: 13th October 2025.

Our Quality Assurance Team

Quality Assurance is part of our Customer Operations Shared Services and is one of our key controls to not only protect the bank from bad customer outcomes, but also to ensure that we are providing exceptional service to our customers and achieve our mission. This is an ideal role for someone who is self-motivated, diligent and detail-oriented.

Your Key Role Responsibilities

You’ll play a key role by…

• Conducting Customer Outcome Testing across customer journeys, championing our customer-first approach focusing on:
  • Ensuring adherence to all standards while actively celebrating great outcomes
  • Providing clear, supportive feedback to learn from and improve upon poor customer outcomes
  • Actively identifying harm or potential harm and learning how to prevent this in the future
  • Writing thorough, constructive and balanced feedback to enable business improvements and people development
• Supporting Root Cause Analysis by forensically identifying both the cause and the symptom of poor customer outcomes
• Supporting the Learning & Development team with writing training and guidance where gaps are identified
• Monitoring remediation action as a result of findings
• Flagging trends and patterns and escalating risks to QA Analysts for further review, and highlighting potential improvements in the QA processes
• Supporting QA Analysts with projects and pulse checks where a deep dive into an issue is required
• Taking responsibility for own development, and supporting and coaching peers in cross-domain work

What We’re Looking For

We’d love to hear from you if…

• You can demonstrate at least 6 months experience of Customer Outcome Testing (COT). This is essential.
• You have a basic understanding of the FCA’s Consumer Duty and how to recognise Customer Harm
• You enjoy supporting others and delivering feedback
• You are great at spotting trends and patterns
• You have strong decision making skills
• You have excellent communication skills
• You are able to become fluent with MacOs, Slack and GSuite tools

The Application Journey

Our interview process involves:

• Answering the applications questions below
• Take Home Task
• Role Specific and Values competency-based interview

What’s In It For You

• £1,000 learning budget each year to use on books, training courses and conferences.
• Plus lots more! Read our full list of benefits.

Additional Information

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ninaebanksmetcalfe@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier.