Quality & BPO Manager, ClearScore
2 days a week in office (Vauxhall, London)
Financial wellbeing marketplace
Posted today
Financial wellbeing marketplace
201-500 employees
Posted today
2 days a week in office (Vauxhall, London)
201-500 employees
Company mission
ClearScore's vision is to help everyone, no matter what their circumstances, achieve greater financial wellbeing. They've started this journey by giving everybody access to their credit score and report for free, forever.
Role
Who you are
- Intermediate level in Microsoft Office (Excel, Word, and PowerPoint)
- Excellent numerical skills and an understanding of statistics
- Excellent written communication skills
- Experience writing operational process/procedure documents and flow charts
- A track record of supporting the delivery of initiatives to drive key service metrics (CSAT, SLAs, NPS, QA, user value etc.)
- Willingness to learn and experiment
- Ability to work independently
- Experience using CRM tools like Zendesk is a plus
What the job involves
- This hybrid role focuses on managing both the Quality function for our Customer Support department and overseeing our BPO partnership
- You'll manage our relationship with our Mumbai-based BPO partner who provides quality assurance, training, and operational support
- Additionally, you'll ensure quality standards are maintained across the entire department—not just the BPO operations—and that our internal processes are kept up-to-date
- With over 23 million ClearScore users globally (United Kingdom, South Africa, Australia, Canada, and New Zealand), you’ll play a crucial role in helping users better understand their credit scores and reports and ensuring positive user outcomes
- The department consists of four core teams/disciplines:
- Escalations Team - focuses on responding to escalated user queries
- Complaints Team - focuses on resolving user complaints
- Efficiency, Quality, and Training (EQT) - focuses on continuous improvement (1 agent)
- BPO team - focuses on our first-line response (45+agents)
- Work with BPO company to create strategies to improve support KPIs (e.g first response time, full resolution time, quality scores, customer satisfaction, and alignment scores)
- Review monthly BPO billing and create purchase orders for departmental approval, ensuring accurate vendor charges and maintaining budget compliance
- Manage London-based QA graders and facilitate train-the-trainer sessions with process trainers in Mumbai
- Working with the London-based grader to facilitate calibrations, coaching within the department and with our BPO partner
- Working with internal graders to maintain and develop internal support quality standards
- Map the need for training and onboarding programs and initiate projects using Jira and analytical skills to monitor progress and adjust plans as needed
- Facilitate meetings with BPO to maintain consistency in internal evaluations
- Continually work on process improvement for the department
- Support delivery of key initiatives to drive value, enhance user experience, and deliver consistent customer service
- Support the vision and strategy for the Customer Operations function, which supports a broader business growth strategy
- Form strong feedback loops with both internal and external stakeholders to build and maintain feedback loops between our users and the wider ClearScore team
Salary benchmarks
Our take
The number of loan options for consumers has exploded in recent years, making credit assessment super important for companies offering these loans and giving Clearscore a big market to grow into
Traditionally, lenders had a more 'computer says no' approach when it came to making loan decisions. With the wealth of data now available on people, credit assessment can be made smarter
Clearscore's approach has been to add on innovative products outside of credit scoring, e.g. helping consumers understand how to improve their financial position and offering car and home insurance
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"We have a really clear mission and with that, it means everything you work on is to improve for our users and make the world of personal finance..."
Funding (last 2 of 3 rounds)
Jul 2024
$4.4m
GRANT
Jun 2021
$200m
GROWTH EQUITY VC
Total funding: $220m
Company benefits
- Additional day off on your birthday
- Flexible, generous and personalised maternity and paternity plans
- Company personal trainer, boxing and yoga classes
- Very flexible work hours and the ability to work from home
- In house psychotherapist, coach and financial coach
- Dog friendly office
- Pay transparency for every level across the business
- Hatch - Financial Planning support
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company values
- We deliver
- We lead
- We fight
- We are disciplined
- We are proud
- We obsess
- We fail and fix fast
- We are focused
Company HQ
Vauxhall, London, UK
Articles
Leadership
Justin
(CEO)CMO at Zapp, Vice President of Marketing at Capital One and Global Head of Marketing at Deutsche Bank. Founded ALLOW in 2010, helping people get in control of their personal information.
Dan
(Director)Currently Managing Partner at Blenheim Chalcot, the venture builder where ClearScore was started
Nigel
(Chairman)Currently Managing Partner of QED Investors. Co-founder of Capital One
Diversity, Equity & Inclusion at ClearScore
- Active Employee Representative Group discussing D&I initiatives with every team
- Mental Health support and Mental Health days available
- Mandatory Unconscious Bias training for every interviewer
- Clear goals to decrease Pay Gap communicated openly in company meetings
- Regularly check-in via anonymous feedback to ensure high Diversity & Inclusion scores in our employee experience
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