at Monzo
FinTechPosted 5 days ago
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**QA Analyst (EU Operations) | Dublin, Hybrid | €41,300 - €50,300 + Benefits | Monzo** As a QA Analyst in Monzo's EU Operations team, you'll independently verify customer journeys meet policies, processes, and service standards. Key responsibilities include completing QA reviews, delivering feedback, and identifying trends. Essential skills include QA experience in large-scale operations, familiarity with quality tools, excellent communication, and ability to challenge status quo. This role offers €41,300 - €50,300, benefits, and flexible working in a hybrid model.
- Compensation
- €41,300 – €50,300 EUR
- City
- Dublin
- Country
- Ireland
Currency: € (EUR)
Full Job Description
Were on a mission to make money work for everyone.
Were 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!
Were not about selling products - we want to solve problems and change lives through Monzo
Dublin | 41,300 - 50,300 + Incentive Awards tied to your performance + Benefits | Hear from the team
Our Operations team
By solving customers problems, treating them fairly and being totally transparent, we believe we can make banking better for everyone
The EU Operations team is at the heart of everything we do for our customers at Monzo. To ensure that were providing our customers with exceptional customer service, our quality program is essential to help us monitor performance and identify areas for improvement. Were looking for a Quality Analyst to support in this area and help us drive for excellence.
Youll play a key role by...
- Completing independent QA of customer journeys across Monzo EU business areas, assess adherence to policies, processes, regulation and customer service standards
- Completing independent reviews in line with the QA framework
- Delivering reviews to exceptional standards, meeting both productivity and quality targets
- Writing thorough, constructive and balanced feedback to enable business improvements and agent development
- Working with the EU Quality Manager and Ops stakeholders to deliver feedback to drive improvements
- Flagging trends and patterns, escalating risks to the EU Quality Manager for further review, and highlighting potential improvements in the QA processes
- Supporting the EU Quality Manager with pulse checks where a deep dive into an issue is required
Wed love to hear from you if
- You are passionate about our Monzo customer experience and want to help improve this
- You have experience working in QA in a large scale operations
- You have experience working with Quality tools and data tools e.g. SQL
- You have experience of reviewing data - identifying trends and making recommendations
- You have experience creating procedure documentation and guidance
- You work collaboratively with other teams to reach a common goal
- You are an excellent communicator, and can adapt your approach to suit the needs of different audiences and are able to challenge the status quo where necessary
Whats in it for you
41,300 - 50,300 + Incentive Awards tied to your performance
This role will have a hybrid working model, based in our Dublin office 2 - 3 days a week
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
Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)
1,200 learning budget each year to use on books, training courses and conferences
Private healthcare scheme
Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%
Wellbeing benefits: financial education, womens and mens health support, mental health benefits, including coaching and counselling
The application journey has 3 key steps
- 30 min call with the Recruiter
- 30 min call with the Hiring Manager
- 2 hours of technical and behavioural interviews
This process should take around 3-4 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.
Well 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 dont miss out.
#LI-MOS1
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo, were 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, 2026 Diversity and Inclusion Report and 2025 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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
