Operations Specialist (Quality Assurance)

Location: London, United Kingdom; hybrid workplace

Company

Octopus Electric Vehicles, part of hirify.global Group, provides electric vehicle leasing, chargers, and energy solutions focused on sustainable driving and customer experience.

What you will do

• Audit customer interactions across calls, emails, and chat against QA standards and internal processes.
• Reinforce service best practices and expected service levels.
• Provide actionable feedback to management teams to improve customer service.
• Track quality trends and improvements to support data-driven coaching and process changes.
• Identify knowledge gaps, process improvement needs, and ways to set reasonable expectations for drivers.
• Conduct compliance checks covering identity verification, data protection, and FCA requirements.

Requirements

• Proven experience in Quality Assurance is essential.
• Strong attention to detail and unbiased decision-making.
• Ability to receive feedback and provide honest, constructive critiques.
• Excellent time and focus management skills.
• Self-motivation and ability to work independently and as part of a team.
• Understanding of FCA regulatory requirements, including fair treatment of vulnerable customers and complaints compliance.
• Experience working with customers in arrears.

Culture & Benefits

• Full-time hybrid role based in London, United Kingdom.
• Autonomous culture focused on learning, quick decision-making, and building new projects.
• Employee benefits and perks are provided through the Octopus benefits programme.
• Dog-friendly offices with precautions for colleagues who have allergies.
• Interview accommodations can be arranged on request.
• AI may be used to assess applications, and candidates may use AI when preparing; interviews and assessments focus on personal perspectives and real-world examples.