Customer Service Quality Manager

Your growth is our growth. Our success is your success.

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About Raisin

About Raisin Bank

About Raisin US

About Raisin UK

Team

Raisin's CS Quality team focuses on three core pillars: firstly, they ensure compliance by conducting audit-related checks for our servicing banks, while meticulously documenting quality control processes. 
Secondly, their responsibility involves root cause analysis, entailing thorough error reporting, examining customer pain points, and addressing internal issues to enhance overall service quality. 
Lastly, the team is dedicated to maintaining quality KPIs by consistently monitoring service quality, calibrating standards, and leveraging data analysis to drive continuous improvement initiatives.

Tech Stack

Your Responsibilities

Quality Control

• You own the Complaints Quality Control (QC) process - performing monthly reviews, aligning with stakeholders, delivering reports, and representing Raisin in discussions with our servicing bank.
• You conduct further QC checks across regulated processes to ensure accuracy, consistency, and compliance.
• You keep QC documentation and standards accurate, consistent, and audit-ready.

Monitoring & Reporting

• You conduct quality evaluations of customer service interactions based on internal standards, accompanying results with constructive feedback.
• You evaluate customer service performance, identify trends and risks, and recommend actions to improve quality and compliance.
• You generate, analyze, and maintain comprehensive reports on the quality performance of team projects and communicate findings to relevant stakeholders.
• You track the success of improvement actions and initiate follow-ups when needed.

Calibration & Strategy

• You help develop and implement quality assurance standards, evaluation criteria, and feedback loops.
• You lead calibration sessions to ensure fairness and consistency in evaluations.
• You refine QA/QC methodologies and approaches to keep processes consistent and effective.

Collaboration & Knowledge Sharing

• You act as a subject matter expert for quality processes, promoting best practices and supporting knowledge sharing across teams.
• You liaise and collaborate effectively with other departments to address quality-related issues, share insights, and contribute to process improvements.
• You lead by example in promoting a strong quality-oriented culture.
• You accompany new joiners in their onboarding and share quality standards, best practices, and compliance requirements.

Your Profile

Education & Experience:

• University degree or equivalent experience in a related field.
• 2 years of experience in customer service quality assurance, analytics, or a related role.

Technical Skills:

• Strong proficiency in MS Office (Excel, Word, PowerPoint) and Google Suite (Sheets, Docs, Drive).
• Experience with Zendesk ticketing system required; experience with other extensions of the Zendesk system (i.e. Zendesk QA) beneficial 
• Ability to work with data visualization and reporting tools e.g Looker

Analytical & Problem-Solving Skills:

• Excellent analytical skills with the ability to interpret data and provide actionable insights.
• Experience in developing and implementing quality management processes.
• Strong attention to detail and ability to identify trends and areas for improvement.

Communication & Interpersonal Skills:

• Excellent English skills. Other European Languages e.g, Dutch, German, Italian, Spanish, Polish, Finnish, French are a plus.
• Strong communication skills, both verbal and written.
• Ability to provide clear and constructive feedback to customer service representatives.
• Experience collaborating with multiple stakeholders across different teams.

Work Approach & Mindset:

• Detail-oriented with the ability to work independently and in a team environment.
• Ability to adapt to a fast-paced environment and manage multiple priorities.
• Proactive and eager to drive continuous improvement in customer service quality.

Our Benefits

Benefits der Raisin Bank

Join our mission, join our team - and grow with us

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.
As part of the Raisin UK team, you benefit from:  

• Employee Development Budget of £1,700 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Always hungry? Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock.
• We are hybrid working, we are in the office twice a week, giving the team the opportunity to collaborate and spend time together. Wednesday is our core day in the office. 
• We offer 28 days + Bank Holidays of holiday a year.
• One day birthday leave and gift voucher to celebrate your birthday.
• We offer you a company stakeholder pension with a minimum employer contribution of 5%.
• The opportunity to experience our annual retreats in exciting European cities and other team building events.