Training and Quality Assurance Lead

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

📍Hybrid, Dublin  | 💰 €60,000-80,000 + Benefits | 

⭐Our Operations team

🚔 Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll be part of a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

You’ll be partnering with our third party vendor to create, maintain and continually improve a range of online e-learning training as well as delivering a range of facilitated training to our partners: seminars, case study sessions and ‘task shadowing’.  You’ll also provide ongoing oversight and feedback (QA) on performance and quality of customer experience being delivered through our partner teams. You’ll develop effective onboarding programmes and proactively identify training gaps and partner to develop effective training solutions to fill them.

🔑You’ll play a key role by...

• Collaborating with and overseeing the induction / training of groups for the customer operations teams.  Support new starters through virtual ‘floor walking’; giving feedback and support with live chats.
• Supporting new COps to ensure a good understanding of their role through shadowing and mentoring.
• Reporting to the Director of Customer Operations, you will be responsible for designing a framework for reporting on training feedback, effectiveness, and opportunities for improvement to ensure that any training or QA gaps are identified and remediated by partner teams effectively and efficiently.
• Having responsibility for root cause analysis of QA trends, gaps and patterns to ensure issues identified and remediated efficiently and effectively

🤩 We’d love to hear from you if…

• You’ve previously demonstrated experience in the Customer Operations environment where you understand the challenges of a customer facing, target driven, contact resolution environment.
• You’ve previously demonstrated experience of driving excellence through QA - executing and reporting on quality, root cause and gap analysis.
• You have previous experience with content design, and supporting teams through an outsourced, partnership environment. 
• You have strong facilitation skills - you know how to own and control a room both in person and especially virtually 
• You’ve got excellent at writing and comprehension skills - we want you to be a Monzo Tone of Voice champion
• You’re comfortable working with ambiguity and ability to flourish in an environment of constant change and tight deadlines. 
• You’re engaged with and fully embrace the training accreditation programme and understand the impact this has on our use of training as a key control

🙌What’s in it for you

💰€60,000-80,000 ➕share options.

📍This role is based in our Dublin office, but we're open to hybrid working

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

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

🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! 

🌈 The application journey has 3 key steps

• Recruiter Call
• Technical and Behavioural Interview
• Final in-person interview

This process should take around 3-6 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

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 business-hiring@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.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊