Quality Assurance Specialist (Financial Services)

Location: Birmingham, West Midlands, England, United Kingdom; onsite at the Birmingham office. The role covers contact centre opening hours from 8am to 8pm, with work scheduled in shifts over 5 days per week.

Company

Marcus by hirify.global is hirify.global’ online consumer banking business, providing digital savings products and financial services to individual customers.

What you will do

• Review and assess phone calls and other customer communications against quality standards, company policies, and regulations.
• Provide clear feedback to agents and supervisors, identifying strengths and areas for improvement.
• Identify recurring quality issues and recommend training or process improvements to the QA manager.
• Escalate new or potential risks through the appropriate process.
• Track personal performance against KPIs, including call quality, case quality, and productivity.
• Maintain accurate evaluation scores and feedback records while completing required compliance and remedial training.

Requirements

• Previous QA experience in the financial services industry.
• Experience in retail banking or a similar customer service environment.
• Strong analytical, problem-solving, and pattern-recognition skills.
• Excellent written and verbal communication skills for delivering concise, constructive feedback.
• Ability to adapt to changing priorities, manage multiple tasks, and work to targets in a fast-paced contact centre.
• Strong teamwork and collaboration skills.

Culture & Benefits

• Full training is provided for the role.
• Opportunities for professional and personal development through training and firmwide networks.
• Access to benefits, wellness, personal finance offerings, and mindfulness programs.
• Commitment to diversity, inclusion, and reasonable workplace accommodations.