Wave is looking for a Lead QA Analyst responsible for improving service quality and enhancing customer experience at Monzo. You will work with senior stakeholders to analyze assurance data, lead governance meetings, and manage a team of analysts.

What You'll Do

Lead required monthly governance meetings to review metrics and create plans with stakeholders.
Develop and maintain oversight of QA forms, processes, and systems to ensure they are scalable, customer-centric, and compliant.
Build management information (MI) to review QA assessment team results, identify recurring errors, and propose preventive actions.
Drive improvements of processes, procedures, and knowledge management.
Manage a team of Analysts to coach, support, and guide them with their professional and personal goals.
Support the QA Lead to deliver consistent, compliant, and outcome-focused QA reviews and provide assurance against Key Risk Indicators.
Lead medium to large scale projects to improve the QA function and assurance across Customer Operations.

What We're Looking For

Experience within a regulated sector in a risk and/or QA related role.
Good people management/People Development experience.
Experience of analysing data to identify issues and drive improvements at a strategic level.
Tenacity to solve problems, applying a logical approach to issues.
Strong attention to detail and analytical skills.
Ability to provide constructive feedback to enable personal growth and development.
Strong risk and control mindset and understanding including managing and escalating as appropriate.

Nice to Have

Comfort in developing data capture forms and datasets; forms-data knowledge and experience is desired.

Team & Environment

Part of the Quality Assurance team within Customer Operations.

Benefits & Compensation

£1,000 learning budget each year to use on books, training courses and conferences.
Flexible working hours.
Work from home setup provided, including Macbook.
Compensation: £50,200 - £63,475 + equity: share options

Work Mode

This is a UK Remote position.

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.