Quality Assurance Coordinator

About Crunch:

Crunch is a multi-award winning Software as a Service (SaaS) company born in the heart of Brighton with a brilliant team of 130, and over 40,000 users of our software. Together, we single-handedly pioneered a complete online accounting solution to empower self-employed contractors, freelancers and micro-businesses in the UK, helping them to grow their business and create the lives they want as part of a powerful community.

We have a rewarding, brand new and permanent Quality Assurance Coordinator role in our Operations team!

This role is a hybrid role, so it’s possible to perform this role from home most of the time, as much of our quality assurance work is performed with remote teams. There will be an occasional requirement for office working at either of our Brighton & Hove co-working space locations as required and discussed in advance. You may also prefer to be office based most or all of the time and this is also fine with us!

About the role:

This role is the guardian of the service, quality of data and process standards being delivered by all client facing teams. It recommends changes needed to processes and practices and regularly ‘lifts the operational bonnet’ to investigate adherence to our internal best practices, analyses and reports on actual practice versus best practice, and recommends and monitors actions for improvement. Understanding and capturing the requirements for data clarity across the operational business and coordinating the completion of any required audits.

Role responsibilities:

• Coordinate and conduct thorough auditing of processes, systems, including detailed analysis and reporting of findings.
• Actively identify and recommend changes to core systems, Help centre and knowledge article documents, templates and processes to help improve the service to our clients and aid our client facing teams in their roles.
• Produce and deliver insightful and informative reports on audit findings, to include reporting for all levels as necessary.
• Actively support completion of actions through to their conclusion, engage with peers, stakeholders and managers and take ownership of issues identified in audit findings.
• Engage in and provide input to business projects where analysis and reporting has highlighted a need for process changes. Assess and review the impact and effects audits completed had on the success of the project and its data.
• Take ownership of the relationships with Crunch partners and other designated third parties to ensure that any issues with their services are identified and resolved through to resolution. Complete audits using accurate data and reports.
• Work closely with relevant stakeholders in Crunch business functions to coordinate and manage priorities of operational quality reviews, feedback, processes and audits to ensure the business is operationally ready.
• Manage the quality and audit schedule and provide insights to the Operations Team Manager, Client Services & Operations Manager and other stakeholders, into the benefits and findings of scheduled work completed quarterly.
• Identify efficiencies that could be gained from ongoing process reviews, and embrace the usage of Artificial Intelligence (AI) to save time for the team.
• Coordinate Quarterly quality feedback sessions with direct line managers across the client facing functions and provide quarterly overview updates to department managers.
• Perform other ad-hoc duties to support the Operations Team Manager and wider operational functions when they arise.
• Identify learning and development needs for the team in conjunction with the Operational Trainers and the People Team.
• Set objectives and targets for direct reports in your team, measuring progress and embrace the optimisation of the Hibob system for setting and tracking company and department goals, conducting reviews and 121’s.
• Seek opportunities to learn in the role and explore external quality assurance best practices that we could utilise, including process automation.

About your skills and experience:

Essential:

• Experience with managing business wide stakeholders.
• Experience analysing and sharing data insights in a day to day role.
• Experience of producing and maintaining informative but succinct reports including data and insights.
• Intermediate to advanced spreadsheet proficiency (such as Microsoft Excel or Google Sheets).
• Experience of using process mapping, audit procedures and operational standards.
• Advanced level of knowledge and usage of a CRM system such as Salesforce.

Desirable:

• Coaching skills and not fazed by delivering useful and constructive feedback to others.
• Experience working with cross-functional teams (e.g Accountancy and Client Services) at Crunch.
• Previous experience in a quality assurance or audit management related role.

What you’ll get in return:

We’re very proud of our collaborative and inclusive working environment - you’ll be working as part of a fun and vibrant team, with a whole host of fantastic company benefits!

These include:

• A competitive basic salary depending on experience of £32,500 to £35,000 per annum.
• 33 days holiday a year (including bank holidays) - plus an extra half day off on your birthday.
• Long service gift awards plus extra holidays for 5 and 10 years’ service.
• Workplace pension scheme with Scottish Widows after qualifying service period.
• Private Medical Insurance with Bupa after qualifying service period.
• Life assurance (4 x salary) with Met Life after qualifying service period.
• Employee Assistance Programme (EAP).
• Enhanced pay for parental and family leave.
• Shopping and insurance discounts with Crunch Perks via Boostworks.
• Employee 'refer a friend' scheme (clients and candidates for jobs at Crunch).
• Company funded social events.

Other information:

• This role is open to applicants with the right to live and work in the UK.
• Please note that we’re unable to offer sponsorship to overseas candidates.
• The usual working hours are Monday - Friday, 09:00 - 17:30.
• You need to be able to work from home on remote working days in a comfortable, private environment, with a solid internet connection (a minimum of 10-12 Mbps upload speed) and a suitable desk and chair.
• We'll provide you with all the IT equipment you need to get set up before you start with us - so there's no need to supply your own.
• You would visit our offices in the Brighton & Hove area before your first day to collect your IT equipment.

We’re open to discussing flexible working and would welcome applications for this role on both a part time (minimum of 30 hours over 4 days a week) and full time basis.

If an applicant discloses any disability or learning difficulty, we will endeavour to provide reasonable accommodation to participate in the interview(s), which are usually carried out remotely on video calls. If you consider yourself to have a disability or learning difficulty and would like to discuss additional support available, please let us know.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.

We believe that the key to our success is our people, we value the contributions and experiences of all who make up our community. Supported by our company policies and procedures, we will take every possible step to ensure that no person will suffer direct or indirect discrimination on the grounds of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, age, neurodiversity or disability status.

Crunch reserves the right to perform pre-employment checks using a designated third party partner on all successful applicants for roles at Crunch, (including but not limited to): Right to Work in the UK verification, DBS check, address check, employment references and UK credit checks. Candidates will be informed of the requirement for these by Crunch in advance of these being completed.

No recruitment companies or agencies please as we’re unable to accept unsolicited CVs for our vacancies.

Job Types: Full-time, Permanent

Pay: £32,500.00-£35,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday
• No weekends

Application question(s):

• Do you have experience in a quality assurance related role?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Sussex, BN3 7GS

Application deadline: 04/09/2024

Like what you see? Please get in touch! You can apply by sending your CV and a cover letter telling us a bit more about yourself to careers@crunch.co.uk

By submitting your CV for a role at Crunch, you confirm that you can provide proof of eligibility to work in the UK, and that you have read and agree to the provisions of our Recruitment Privacy Policy.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.