Quality Assessor, Customer Outcome Testing

Join Monzo: Help Us Create Magical Moments as a Quality Assurance Specialist (Remote, UK)

At Monzo, we’re revolutionizing banking, making it simple, transparent, and accessible for everyone. We’re not just selling products; we’re solving problems and changing lives. Be part of a team dedicated to providing exceptional customer experiences and ensuring fair outcomes. We’re looking for a meticulous and customer-focused Quality Assurance Specialist to join our growing team!

About the Role

As a Quality Assurance Specialist within our Customer Operations Shared Services team, you’ll play a crucial role in protecting our customers and upholding our commitment to outstanding service. You’ll be at the forefront of Customer Outcome Testing (COT), ensuring every interaction aligns with our customer-first philosophy. This is a remote position based in the UK.

What You’ll Do

• Conduct thorough Customer Outcome Testing across various customer journeys, focusing on adherence to standards and celebrating positive outcomes.
• Provide constructive feedback to improve customer experiences and prevent potential harm.
• Support Root Cause Analysis by identifying the underlying causes of poor customer outcomes.
• Collaborate with the Learning & Development team to create effective training and guidance.
• Monitor remediation actions and escalate trends or risks to QA Analysts.
• Support QA Analysts on projects and provide in-depth issue analysis.
• Take ownership of your professional development and mentor peers.

What You’ll Bring

We’re looking for someone who is passionate about customer experience and has a keen eye for detail. Ideal candidates will possess:

• Minimum of 6 months of experience in Customer Outcome Testing (COT) is essential.
• Basic understanding of the FCA’s Consumer Duty and the ability to recognize customer harm.
• A passion for supporting others and providing constructive feedback.
• Excellent analytical skills to identify trends and patterns.
• Strong decision-making and communication skills.
• Proficiency with MacOS, Slack, and GSuite tools.

Why Monzo?

At Monzo, we offer more than just a job; we offer a career with purpose. Join a company that is:

• Making a real difference in people’s lives.
• Dedicated to diversity and inclusion.
• Committed to employee growth and development.

You’ll also enjoy:

• Competitive salary ranging from £28,020 to £35,475 + comprehensive benefits.
• £1,000 annual learning budget for books, training courses, and conferences.
• A remote work environment with a supportive and collaborative team.

Application Process

Our application process is designed to help us get to know you and your skills. It includes:

• Completing the application questions.
• A take-home task to showcase your abilities.
• A role-specific and values-based interview.

Ready to Join the Revolution?

If you’re passionate about creating exceptional customer experiences and making a difference, we encourage you to apply! This role closes at 5pm on Friday, August 15th, and the start date is October 13th, 2025. We look forward to hearing from you!

Equal Opportunities Employer

Monzo is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and experiences.