Complaints Quality Control Analyst III (Fintech)

TL;DR

Complaints Quality Control Analyst III (Fintech): Performing quality control reviews of complaint cases, ensuring compliance with guidelines, and providing feedback to agents. Focus on root cause analysis, process enhancements, and collaboration with cross-functional teams to improve complaint handling.

Location: Requires regular in-office collaboration at our London, UK office.

Salary: £53,100—£53,100 GBP

Company

hirify.global's mission is to increase economic freedom in the world.

What you will do

• Perform QC reviews of complaint cases based on the quality rubric, ensuring compliance with established guidelines.
• Provide constructive feedback to agents based on QC findings to support performance improvement.
• Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements.
• Conduct root cause analysis (RCA) to identify trends and areas for process enhancements.
• Collaborate with cross-functional teams to improve the efficiency and effectiveness of complaints handling.
• Support the troubleshooting and resolution of escalated and complex complaint cases, ensuring alignment with company standards.

Requirements

• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or the tech industry.
• Ability to work independently, manage multiple priorities, and balance tasks with minimal guidance.
• Strong analytical skills with the ability to perform root cause analysis and provide actionable insights.
• Comfortable providing feedback to agents and open to receiving feedback from peers and leadership.
• Exceptional communication skills to collaborate with cross-functional teams and present findings effectively.
• Proven attention to detail, with a focus on accuracy and quality in QC reviews and reporting.

Nice to have

• Experience in project management, analytics, or vendor management.
• Advanced degree in business, finance, or customer experience (CX).
• Proficiency with tools such as Google apps, JIRA, and Salesforce Service Cloud.
• Experience collaborating with external outsource business partners.

Culture & Benefits

• Private Medical Insurance, Dental insurance, and Vision/ Eye Care Vouchers.
• Life Assurance Benefit and Disability/Income Protection.
• Workplace Pension Scheme and Travel Medical Policy - Global Traveler.
• Employee Stock Purchase Plan (ESPP).
• Wellness Stipend, Mobile/Internet Reimbursement, and Connections Stipend.
• Generous Time off/Leave Policy.