{"id":797195,"url":"https://alion.io/job/clearscore-qa-specialist-customer-operations","title":"QA Specialist - Customer Operations","company":{"id":51400,"name":"ClearScore","domain":"clearscore.com","url":"https://alion.io/company/clearscore","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"QA","role_family":"QA","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":119000,"period":"year","method":"role_country_seniority_unknown","sample_n":35},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-09-04T14:29:14Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-02T08:00:31Z","board_verified":false,"closed_at":"2026-10-02T08:00:31Z","days_open":27,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":27},"description":"QA Specialist\nWe’re looking for an experienced QA Specialist to take ownership of Quality Assurance across global Customer Operations and help us continuously improve the quality of the support we provide to millions of ClearScore users.\nThis isn’t a role where you’ll simply work through a list of customer interactions and assign scores. We’re looking for someone who can look beyond an individual QA result, understand why something went wrong and help us improve the systems, processes, knowledge and behaviours behind it.\nYou’ll own and evolve our QA approach, work closely with our Customer Support teams, provide feedback and coaching, analyse quality and customer satisfaction trends, and help turn what we’re learning from customer interactions into meaningful improvements.\nWe’re looking for someone who already understands Customer Operations QA and is comfortable taking real ownership of the practice. You’ll need to be confident working independently, challenging existing ways of working and giving constructive feedback, including to experienced and senior team members.\nWhat you will be doing:\nOwning the day-to-day Customer Operations QA practice and continuously looking for ways to improve how we measure and understand quality.\nReviewing and evolving QA scorecards, grading standards and sampling approaches to ensure they reflect the outcomes we want for our customers.\nConducting quality assessments across a range of customer interactions, including complex cases, escalations and complaints.\nRunning calibration and grade-the-grader activities across internal teams and outsourced partners to maintain fair and consistent quality standards.\nProviding clear, constructive and actionable feedback and coaching to Customer Support specialists.\nAnalysing QA results alongside CSAT, DSAT and other customer feedback to identify patterns, root causes and opportunities for improvement.\nIdentifying where poor customer outcomes are being driven by processes, knowledge, tooling or ways of working rather than individual performance.\nTurning QA findings into clear recommendations and working with relevant teams to get improvements prioritised and delivered.\nReporting quality trends, risks and recommendations to Customer Operations leadership.\nWorking with relevant Risk and Compliance stakeholders to ensure our quality standards reflect the requirements of operating in a regulated environment.\nReviewing how we use QA technology and recommending improvements to our approach or tooling where appropriate.\nActing as an advocate for the customer and challenging ways of working that don’t result in the right customer outcome.\nSkills we'd love you to have\nPrevious Quality Assurance experience within Customer Operations or Customer Support.\nExperience conducting quality assessments and working with QA frameworks, scorecards and calibration processes.\nExperience working within financial services, fintech or another regulated environment, with an understanding of the importance of balancing quality, compliance and customer outcomes.\nExperience assessing complex customer interactions, such as complaints or escalations.\nStrong coaching and feedback skills, with the confidence to have constructive conversations with people at different levels of experience.\nStrong analytical and problem-solving skills, with the ability to identify patterns and root causes rather than looking at QA results in isolation.\nExperience using QA findings and customer feedback to drive improvements in service quality or customer satisfaction.\nStrong written and verbal communication skills, with the ability to turn findings into clear and actionable recommendations.\nA proactive approach and the confidence to work independently and take ownership of your area.\nExperience with Zendesk QA, MaestroQA or similar quality management tools is a plus, but strong QA knowledge matters more than experience with a particular tool.\nExperience working with outsourced customer support partners is a plus\nA willingness to challenge existing processes and ways of working when the evidence shows there is a better way of doing things.\nWhy ClearScore?\nClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.\nSince October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.\nOur company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.\nIf you feel like this could be the place for you, apply and our Talent team will be happy to share more.\nBenefits:\n25 paid holidays and a “duvet day” on your birthday\nHybrid Work Environment\nPrivate health and dental cover - including mental health support through Bupa \nGP office visits\nLife assurance scheme\nUp to 6% matched pension\nRegular Lunch and Learns with guest speakers\nDog-friendly office\nDaily breakfast and free snacks\nAccess to discounts via Cobens Extras \nFree sports and social clubs\nContinued investment into learning and development \nLeadership-led training\nIn-house psychotherapist\nFinancial coach to help you plan and achieve your goals\nNo clock-watching culture\nGenerous maternity and paternity plans\nCulture and inclusion representatives\nTransparent pay structure and a career growth plan\nEqual Opportunities\nClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.\nOur Hybrid Model\nWe embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.\nLevels 1-5: Minimum 2-3 days per week in-office\nLevel 6 and above: Minimum 3 days per week in-office\nWe believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.\nWhat This Means for You:\nFlexibility to manage your work and life\nDedicated in-office days for team building and collaborative projects\n Office facilities (with plants!) designed for productive interactions\nClear expectations and support for maintaining our hybrid schedule\nWe’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!\nNote: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.\nInclusion Policy\nWe are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. 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