QA Specialist (Fintech)

Location: London, England, United Kingdom; hybrid work with a minimum of 2 days per week in the office for Levels 1–5 and 3 days for Level 6 and above

Company

hirify.global is a UK fintech platform providing credit scores, credit reports, and financial decision support to more than 20 million users across the UK, South Africa, Australia, and Canada.

What you will do

• Own the day-to-day Customer Operations QA practice and continuously improve quality measurement, scorecards, grading standards, and sampling approaches.
• Assess customer interactions, including complex cases, escalations, and complaints.
• Run calibration and grade-the-grader activities across internal teams and outsourced support partners.
• Provide constructive, actionable feedback and coaching to Customer Support specialists.
• Analyse QA results alongside CSAT, DSAT, and customer feedback to identify patterns, root causes, risks, and improvement opportunities.
• Turn QA findings into recommendations, support prioritisation and delivery of improvements, and report quality trends to Customer Operations leadership.

Requirements

• Previous Quality Assurance experience in Customer Operations or Customer Support.
• Experience with quality assessments, QA frameworks, scorecards, and calibration processes.
• Experience in financial services, fintech, or another regulated environment.
• Experience assessing complex customer interactions, including complaints or escalations.
• Strong coaching, feedback, analytical, problem-solving, written, and verbal communication skills.
• Ability to work independently, take ownership, challenge existing processes, and convert findings into actionable recommendations.

Nice to have

• Experience with Zendesk QA, MaestroQA, or similar quality management tools.
• Experience working with outsourced customer support partners.

Culture & Benefits

• Flexible hybrid work environment with coordinated office days and no clock-watching culture.
• 25 paid holidays plus a birthday duvet day.
• Private health and dental cover, mental health support, GP office visits, life assurance, and up to 6% matched pension.
• Learning and development investment, leadership-led training, and regular Lunch and Learns.
• Inclusive culture with wellbeing support, an in-house psychotherapist, financial coaching, and culture and inclusion representatives.
• Generous maternity and paternity plans, sports and social clubs, a dog-friendly office, breakfast, snacks, and employee discounts.