• You own the Complaints Quality Control (QC) process - performing monthly reviews, aligning with stakeholders, delivering reports, and representing Raisin in discussions with our servicing bank.
• You conduct further QC checks across regulated processes to ensure accuracy, consistency, and compliance.
• You keep QC documentation and standards accurate, consistent, and audit-ready.

• You conduct quality evaluations of customer service interactions based on internal standards, accompanying results with constructive feedback.
• You evaluate customer service performance, identify trends and risks, and recommend actions to improve quality and compliance.
• You generate, analyze, and maintain comprehensive reports on the quality performance of team projects and communicate findings to relevant stakeholders.
• You track the success of improvement actions and initiate follow-ups when needed.

• You help develop and implement quality assurance standards, evaluation criteria, and feedback loops.
• You lead calibration sessions to ensure fairness and consistency in evaluations.
• You refine QA/QC methodologies and approaches to keep processes consistent and effective.

• You act as a subject matter expert for quality processes, promoting best practices and supporting knowledge sharing across teams.
• You liaise and collaborate effectively with other departments to address quality-related issues, share insights, and contribute to process improvements.
• You lead by example in promoting a strong quality-oriented culture.
• You accompany new joiners in their onboarding and share quality standards, best practices, and compliance requirements.

• University degree or equivalent experience in a related field.
• 2 years of experience in customer service quality assurance, analytics, or a related role.

• Strong proficiency in MS Office (Excel, Word, PowerPoint) and Google Suite (Sheets, Docs, Drive).
• Experience with Zendesk ticketing system required; experience with other extensions of the Zendesk system (i.e. Zendesk QA) beneficial
• Ability to work with data visualization and reporting tools e.g Looker

• Excellent analytical skills with the ability to interpret data and provide actionable insights.
• Experience in developing and implementing quality management processes.
• Strong attention to detail and ability to identify trends and areas for improvement.

• Excellent English skills. Other European Languages e.g, Dutch, German, Italian, Spanish, Polish, Finnish, French are a plus.
• Strong communication skills, both verbal and written.
• Ability to provide clear and constructive feedback to customer service representatives.
• Experience collaborating with multiple stakeholders across different teams.

• Detail-oriented with the ability to work independently and in a team environment.
• Ability to adapt to a fast-paced environment and manage multiple priorities.
• Proactive and eager to drive continuous improvement in customer service quality.

• Employee Development Budget of £1,700 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Always hungry? Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock.
• We are hybrid working, we are in the office twice a week, giving the team the opportunity to collaborate and spend time together. Wednesday is our core day in the office.
• We offer 28 days + Bank Holidays of holiday a year.
• One day birthday leave and gift voucher to celebrate your birthday.
• We offer you a company stakeholder pension with a minimum employer contribution of 5%.
• The opportunity to experience our annual retreats in exciting European cities and other team building events.

Raisin is the trailblazer in the savings and investment space. Founded in 2012, the fintech company started by opening the $95+ trillion deposits and investments market of the European Union, the United Kingdom and the United States to consumers.

Today, Raisin serves more than one million customers in these three markets, offering savings products as well as investment and pension products. This makes the Berlin-based fintech one of the leading global savings and investments marketplaces. Savers get a wider choice of attractive products with the ability to move their money freely. In addition, financial service providers get best-in-class marketplace solutions for their customers, and banks get better access to retail funding.

Raisin operates its own B2C marketplaces in Europe and the U.S. In Germany, the company offers ETF-based investment and retirement products in addition to savings products. Raisin works with over 400 banks and financial service providers from over 30 countries

We are backed by renowned international investors such as b2venture, Deutsche Bank, Goldman Sachs, Greycroft, Headline, Index Ventures, Latitude Ventures, Orange Ventures, PayPal Ventures, Top Tier Capital Partners, Ribbit Capital, Vitruvian Partners and M&G.

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.

In total, we have 8 offices across the world: Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich, New York and Salt Lake City.

We also think it’s important to take the time to celebrate our hard work and achievements together, with events like our yearly summer and winter party, as well as a couple of smaller get-togethers.