QA Specialist
Core
Own and evolve the Quality Assurance practice for global Customer Operations, analyzing interactions to drive systemic improvements in service quality and customer outcomes.
Role type
Senior IC Customer Operations QA Specialist
Builds
Improved customer support processes, knowledge bases, and service quality standards for ClearScore's global user base.
Domain
Fintech / Financial Services / Customer Operations
Deliverable
dashboards & analysis
Required skills
Quality Assurance frameworks, root cause analysis, coaching and feedback delivery, data analysis (QA results, CSAT/DSAT), process improvement, stakeholder management, compliance awareness
Preferred skills
Experience with outsourced support partners, familiarity with Zendesk QA or MaestroQA, experience in regulated environments
Technologies
Zendesk QA, MaestroQA
Responsibilities
Conduct quality assessments on complex cases and escalations; run calibration activities; analyze QA trends to identify root causes; provide coaching to support specialists; report quality risks to leadership; challenge existing ways of working to improve customer outcomes
Seniority
Senior, hands-on IC