Quality and Compliance Team Lead

London

As our Q&C Team Lead - UK Market you will be responsible for the agent operations on the UK Market. You will be based in our London office and will be reporting to Quality & Compliance Manager of Europe. You will: - Be a go-to person for the Agents in the UK market and where needed delegate tasks to team members with a focus on improving our daily operations, incl. handling the unassigned queue.

Daily Duties

  • Solve escalations and complicated issues regarding reported reviews for the UK market on a daily basis ensuring that the reviews on our site are compliant with our guidelines
  • Responsible for tickets in the UK Market
  • Suggest areas of improvement to support ongoing scalability and alignment
  • Assist with prioritised projects together with the Manager of Europe
  • Participate in relevant quality activities (detect and remove fabricated reviews, assess review templates for identifying signs of incentivising, identify cherry picking) for the UK market on a daily basis
  • When needed, help to back up the team of fellow Quality & Compliance Agents to take care of tickets for other markets
  • Be a Trust Ambassador by building and maintaining relationships with colleagues in other departments, specifically Customer Success, and take initiative in projects aimed at increasing awareness of Trust & Transparency principles, e.g. preparing and running educational sessions about our review guidelines, explaining processes and procedures to other departments (Sales, Customer Success, Support, etc.), sharing success stories, provide feedback to management about upcoming fairs/conferences/trainings, etc
  • Reply to Trustpilot reviews on UK market
  • Mentor role for new employees in Q&C
  • Help maintain macros or other compliance content used in the processes when communicating with our community of users and companies

Your profile

  • A minimum of 2 years’ compliance, fraud detection or similar experience
  • Previous experience within a support role or a senior compliance role
  • Advanced understanding of Quality & Compliance operations and processes
  • Excellent written communication skills, and an ability to understand the nuances of communicating with UK businesses and consumers
  • Great stakeholder management, as you will be engaging across departments
  • Able to work independently and juggle multiple tasks at once. A proactive approach to task and issue handling
  • Conflict management skills and an ability to communicate politely in all situations
  • Process oriented and a keen eye for detail
  • Ability to structure and prioritize your time
  • A can-do person who works efficiently and takes pride in answering every case

We offer you

  • The chance to be a key part of an exciting international growth journey
  • Great colleagues and a social and energetic working environment
  • Exciting opportunities to challenge yourself and grow professionally
  • Excellent location in central London
  • Competitive salary
  • Free lunches on a Monday, breakfasts every day, snacks, fruit & nuts