Team Lead (Quality Control - EDR)

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 45+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our External Dispute Resolution (EDR) team is a critical arm of the company, which leads engagement with External Disputes Resolution organisations, such as the UK Financial Ombudsman Service, in relation to complaints from customers and third parties (for example, in relation to fraud). The EDR team works internally with Revolut’s Financial Crime and Legal teams to ensure fair outcomes for customer complaints raised to EDR bodies.

The EDR QC team checks the quality of the responses that the EDR team gives to EDR organisations. This helps the EDR team improve and further strengthen future submissions.

We’re looking for a driven Quality Control Team Lead, ideally with expertise in fraud, to join us and manage a small team of EDR quality control specialists who focus on ensuring excellent and efficient dispute resolution submissions.

It’s a managerial position for a truly responsible, customer-oriented, and resilient individual. A strategic thinker ready to improve internal processes wherever needed. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW 💫

Up for the challenge? Let’s get in touch 👇

What you’ll be doing

• Managing and leading a team of QC analysts focussed exclusively on the EDR team
• Acting as part of the team yourself in terms of conducting additional samples of EDR submissions (in addition to team management, but therefore with a lesser workload than the rest of the team)
• Supervising the daily performance of the EDR QC team, ensuring adherence to SLA expectations (e.g. productivity and quality)
• Striving for QC, process/procedure optimisation, and work improvements
• Identifying and implementing continuous improvements within Revolut’s EDR processes, as well as in other departments for any product and process changes (where appropriate, depending on the complaint)
• Acting as a point of contact for the team with senior management, Fincrime and Legal
• Performing effective people management (one-to-ones, coaching, career development)
• Motivating team members and ensuring highest quality standards within the team
• Communicating company goals, safety practises, and deadlines to the team

What you'll need

• Bachelor’s degree or equivalent
• Fluency in English, and exceptional writing skills
• 3+ years of experience managing a QC team (ideally of EDR QC analysts, but otherwise complaints QC analysts)
• Significant experience in conducting quality assurance checks
• Ideally, some experience with complaints to EDR organisations (in particular, the Financial Ombudsman Service) concerning fraud and financial crime in the UK
• Ideally, some experience with financial crime and fraud investigations
• Good leadership skills and attitude to drive a team forward and work effectively in an autonomous manner
• Excellent attention to detail and analytical skills
• Proven record of improving SLAs for support teams
• Effective people-management skills
• Experience working with data analysis and dashboards
• Expetional communication, numeracy, and IT skills

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Refer to our Data Privacy Statement for Candidates for details on our data handling practices during your application.