Director of Learning & Quality Assurance

Were looking for a Director to join our Operations Collective and lead our Quality Assurance, Learning and Knowledge Management specialisms. We are looking for a senior leader to shape our strategy, partnering with our Customer Operations teams to enable amazing service and outcomes for our customers. The successful person will design and run Quality Assurance processes and controls and lead all aspects of our knowledge management and learning processes for Global Operations. Directors at Monzo join the company-wide Senior Leadership Team and are expected to lead both within their role but also make a broad impact across the organisation
What youll be working on:

Leading the Quality Assurance function for Operations and setting the strategy to align to the Customer Experience were driving towards
Implementing new processes, systems and tools to support our growth ambitions
Designing and delivering knowledge solutions to Customer Operatives across our UK and international third party locations
Identifying trends through data analysis, delivering insightful root cause analysis to business leaders
Ensuring we focus our efforts on areas of highest risk and impact to our customers
Embedding changes weve made to raise the bar in meeting the Consumer Duty
Supporting the strategy for Learning and development, to support growth of the Operation and help drive excellent performance

Youll spend your time:

Leading a large distributed QA team 50-100 people
Leading the Learning and Development and Knowledge Management teams
Partnering with our third party service providers in strategic locations
Setting and executing on systems strategy
Delivering accurate and timely quality assurance with insightful root cause analysis, identifying trends and instilling a culture of continuous improvement for our customers
Ensuring Customer Operatives are equipped with timely and easy-to-digest training and knowledge management tools, to best enable them to serve our customers
Identifying use cases for automation, self-service and potential deployment of artificial intelligence, to help us scale
Escalating, managing and reporting control issues with transparency and creating a positive risk culture.
Engaging confidently with senior leadership including C-suite and VPs

You should apply if:

Youre an exceptional Quality Assurance leader (Tech or FinTech experience would be beneficial)
You can influence senior stakeholders and have a track record of solving complex problems in matrix environments
You have a strong track record in supporting adoption of new products and services to customers - and are hands on in doing so
You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing
Youre hands-on and great at delivery & execution
Youre curious and collaborative - youre great at asking incisive questions to pick things up and act on them quickly - deriving intelligent and timely insights to enable a culture of continuous improvement

The interview process:
Our interview process involves the following stages, This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).
We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
Learning budget of 1,000 a year for training courses, conferences much more, see our full list of benefits here
Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.
Equal Opportunity Statement
We are actively creating an equitable environment for every Monzonaut to thrive.
Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.
Were 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.

Were here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.
We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.