Quality & Training Specialist

Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back.

Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.

That’s all down to our passionate team of 250+ Plumsters, who work around Europe to help us achieve our mission. And now we’re looking for more brilliant people to join us on our journey.

The Role

We're looking for a Quality & Training Specialist to support our Customer Operations team. In this role, you'll drive our QA framework, expanding AI-powered checks, tracking quality metrics, and turning findings into actionable coaching input. You'll work closely with the Training & Quality Lead on training delivery and with the Knowledge Management Specialist to keep our resources and SOPs current.

If you enjoy building systems that scale quality assessment, spotting patterns in performance data, and translating insight into action, this role is for you.

What you'll be doing

Quality Assurance & Monitoring

• Conduct systematic QA evaluations across our customer interaction channels using both manual and automated assessment methods
• Operate and optimize our AI-powered autoQA systems, ensuring scoring accuracy and reliable identification of coaching opportunities
• Continuously expand our QA framework's AI-performed checks, growing automation coverage as new interaction types and quality criteria emerge
• Develop and maintain comprehensive QA scorecards that align with business objectives and customer experience standards
• Track and analyze quality metrics including CSAT, process adherence, compliance adherence, and agent performance trends

Training Support

• Support the Training & Quality Lead in designing training programs and onboarding curricula, drawing on QA findings, agent skill gaps, and performance data
• Assist in delivering coaching sessions and group training workshops as needed, working alongside the Lead
• Collaborate with the Knowledge Management Specialist to maintain and update training resources, knowledge base articles, and standard operating procedures

Process & Compliance

• Ensure customer interactions meet internal quality standards and regulatory compliance requirements
• Identify process gaps and inefficiencies through quality analysis and recommend systematic improvements
• Collaborate with Product, Operations, and other stakeholders to address customer pain points revealed through QA insights

Data & Reporting

• Analyze data to identify trends, customer sentiment patterns, and emerging training needs, and use these insights to measure training impact and optimize program effectiveness
• Provide actionable feedback to Team Leads and individual agents based on performance analytics

What we're looking for

• 2+ years of experience in QA, training, or customer support operations
• Comfortable working with AI-powered QA/scoring tools, and interested in expanding their scope over time
• Strong analytical skills, with the ability to spot trends in CSAT, compliance, and performance data and turn them into clear recommendations
• Clear written communicator, able to maintain accurate, current documentation and scorecards
• Comfortable working cross-functionally with a Training & Quality Lead, Knowledge Management, Product, and Operations

Plum Perks

• We're all in this together! Own part of the company through stock options 💷
• Private health insurance
• Annual training budget
• Plum Max subscription for yourself and Boost for 2 friends or family members
• Referral scheme: earn competitive rewards up to 4k
• Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
• Team breakfasts and team lunches
• 25 days holiday + bank holidays
• 45 work-from-anywhere days: giving you the flexibility to work your way
• 2 weeks & 6 weeks sabbatical after 4 years and 8 years respectively to take the break you deserve
• Enhanced parental leave
• Wedding allowance
• 1 paid volunteering day annually
• Annual team trip: to a surprise destination!
• A fun, inclusive company culture (think 🦄🌈💯)

If this sounds like you, we’d love to hear from you!

Thanks,

Team Plum 💜

* Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.