Quality Assurance Analyst

Quality Assurance Analyst - 12 month fixed term

Make your mark at one of the biggest names in payments. We’re looking for a Quality Assurance Analyst to join our ever evolving Operational Assurance team and help shape the future of global commerce.

The role supports operational excellence by conducting quality assessments, analysing performance trends, identifying coaching opportunities, and partnering with stakeholders to drive continuous improvement initiatives.

What you’ll own

• Conduct quality evaluations of customer interactions across telephone, email, chat, and other communication channels.
• Assess interactions against established quality frameworks, compliance requirements, and operational standards.
• Monitor performance trends and identify recurring issues, process gaps, and opportunities for improvement.
• Gather, analyse, and maintain quality reports, scorecards, and performance data.
• Produce regular quality insights, trend analysis, and recommendations for operational stakeholders.
• Collaborate with managers, trainers, and operational teams to drive quality improvement initiatives.
• Share best practices, learning points, and quality insights to support continuous improvement and enhance business performance.

What You'll Bring

• Strong attention to detail and ability to assess customer interactions accurately against quality and compliance standards.
• Excellent analytical and problem-solving skills, with the ability to identify trends and provide data-driven recommendations.
• Strong collaboration and relationship-building skills, working effectively with operational teams and stakeholders.
• Ability to coach, influence, and support performance improvement through quality insights and best-practice sharing.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.
• Commitment to continuous improvement and driving operational excellence.

We offer access to medical coverage that supports the health and wellbeing for you and your family

In addition to base salary, you may be eligible for bonuses and/or equity awards, determined by role, level, impact, and our policies.

We have a dedicated Wellness Week each year – which includes an extra paid day off - so you can take time to relax, recharge and invest in your wellbeing

FLEX, our family inclusion community, offers support for all Global payers at every stage, from raising families to caring for loved ones

We offer paid time off and public holidays so you can rest, recharge and spend time on what matters most.