About us

Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for a Project Manager) to join our team.

Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

About the role

Quality Assurance Associate (QAA) is responsible for assessing the quality of the performance of our colleagues who deal with our existing and potential customers. The QAA will monitor inbound and outbound call and emails responses to assess colleagues demeanour, technical accuracy, customer service performance, conformity to company policies and procedures and ultimate delivery of fair outcomes for our customers. This individual will assist in developing, creating and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience and identify any risks.

Core Duties and Responsibilities include:

• Conduct Quality Assurance Evaluations: Perform thorough and objective evaluations of customer interactions (calls, chat sessions, white labels and emails) based on predetermined quality metrics and guidelines.

• Monitor Service Levels: Continuously monitor service levels to identify trends and patterns that impact the overall customer experience, ensuring adherence to established standards and procedures.

• Provide Actionable Feedback: Deliver comprehensive feedback to colleagues and their supervisors, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactions.

• Develop Quality Improvement Plans: Collaborate with supervisors, team leaders, and Learning & Development to craft individual and team-based action plans aimed at improving agent performance and customer satisfaction.

• Analyze Performance Data: Utilise performance data and evaluation results to identify recurring issues, training needs, and process gaps, making recommendations for process enhancements and training initiatives in line with the Training and Competency scheme.

• Conduct Coaching and Training Sessions: As required, conduct one-on-one coaching sessions and group training sessions to address skill gaps, reinforce best practices, and promote continuous improvement among colleagues and third parties(White Label).

• Document Quality Findings: Maintain accurate and detailed records of evaluation scores, feedback provided, and action plans implemented, ensuring data integrity and reporting accuracy.

• Stay Up-to-date with Industry Best Practices: Keep abreast of industry trends, best practices, and emerging technologies related to quality assurance, leveraging this knowledge to enhance evaluation methodologies and improve overall performance.

In line with our company values, you will have:

• Go Beyond: A great attention to detail, picking up and navigating nuance within various commercial settings

• Make It Happen: An ability to frame complex ideas in a simple way and navigate ambiguity

• Be The Customer: A customer-first approach, championing the customer’s interests internally and externally

• Succeed Together:Teamwork and cross-functional collaboration skills and experience (that can be evidenced)

Knowledge, Other Skills & Qualifications Required:

• 6-12 months of professional experience, ideally within a regulated environment or sector, or a recent university graduate (ideally with a 2nd class honours degree);

• Excellent verbal, written and interpersonal communication skills;

• Outstanding customer service skills and dedication to providing exceptional customer care;

• Must be self-motivator and self-starter;

• Focus on quality and customer service;

• Exceptional listening and analytical skills;

• Solid time management skills;

• Must be able to effectively deal with people at all levels inside and outside of the Company;

• Creative ability & writing proficiency;

• Ability to multitask and successfully operate in a fast paced, team environment;

• Must adapt well to change and successfully set and adjust priorities as needed;

• Must be proficient with Microsoft Office (intermediate Word, basic Excel);

Other Considerations

• Workplace – QAA’s will need to work in a shared office environment.

• Virtual - QAA’s will need to have a suitable, secure workspace and provide their own internet service.

• Targets – Requirement to meet all committed targets within a specific timeline.

• Independent – Ability to work in an independent work environment . Must be self-motivated and a self-starter.

Our investment in you

We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.

When you join Equals, we aim to help you to get more out of your career. We will also offer you the following benefits;

Benefits

● A competitive salary benchmarked against a peer group.
● 25 days holiday per year + your birthday off
● Opportunities for progression, development and learning new skills.
● Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
● Interbank currency rates on travel money and international transfers.
● We operate a hybrid working arrangement where possible.

We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.