Quality Assessor, Customer Outcome Testing

📍Remote, UK | £28,020 to £35,475 + Benefits | Hear from the team ✨

** In the spirit of transparency, we will only consider applications from people that have worked in Quality Assurance Customer Outcome Testing **

This role will close at 5pm on Friday 15th August. No other applications will be accepted after this time.

Start date is 13th October 2025.

⭐Our Quality Assurance team

Quality Assurance is part of our Customer Operations Shared Services and is one of our key controls to not only protect the bank from bad customer outcomes, but also to ensure that we are providing exceptional service to our customers and achieve our mission. 

This is an ideal role for someone who is self-motivated, diligent and detail-oriented.

🔑 You’ll play a key role by…

• Conducting Customer Outcome Testing across customer journeys, championing our customer-first approach focusing on:
• Ensuring adherence to all standards while actively celebrating great outcomes 
• Providing clear, supportive feedback to learn from and improve upon poor customer outcomes
• Actively identifying harm or potential harm and learning how to prevent this in the future
• Writing thorough, constructive and balanced feedback to enable business improvements and people development
• Supporting Root Cause Analysis by forensically identifying both the cause and the symptom of poor customer outcomes
• Supporting the Learning & Development team with writing training and guidance where gaps are identified
• Monitoring remediation action as a result of findings
• Flagging trends and patterns and escalating risks to QA Analysts for further review, and highlighting potential improvements in the QA processes
• Supporting QA Analysts with projects and pulse checks where a deep dive into an issue is required
• Taking responsibility for own development, and supporting and coaching peers in cross-domain work

🤩We’d love to hear from you if…

• You can demonstrate at least 6 months experience of Customer Outcome Testing (COT). This is essential.
• You have a basic understanding of the FCA’s Consumer Duty and how to recognise Customer Harm
• You enjoy supporting others and delivering feedback
• You are great at spotting trends and patterns
• You have strong decision making skills
• You have excellent communication skills
• You are able to become fluent with MacOs, Slack and GSuite tools

• Answering the applications questions below
• Take Home Task
• Role Specific and Values competency-based interview  

🙌 What’s in it for you 

📚£1,000 learning budget each year to use on books, training courses and conferences.

➕ Plus lots more! Read our full list of benefits.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ninaebanksmetcalfe@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

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