Quality Assurance Specialist

Full Timemid

Riga, LatviaPosted February 18, 2026

Job Description

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role:

We're looking for a bright and logical Quality Assurance Specialist to join our team.

We pride ourselves on listening to our users and doing everything we can to solve their problems.

The Quality Assurance Specialist will continuously support and develop our customer-facing teams (including our third-party providers) by supporting the Customer Ops managers in providing regular feedback and coaching sessions to improve quality, accuracy, productivity, and overall competence. Building a scalable quality assurance framework for customer-facing interactions and content would include researching and implementing new quality monitoring tools for all communication channels. The ideal candidate will be able to work cross-functionally, reporting on progress and improvements and presenting to the Senior management team.

Key responsibilities within the role:

Continuously evaluate and enhance the QA Framework to ensure alignment with the operational needs of the Customer Operations team.
Conduct meticulous QA checks and assume accountability for the maintenance of Quality related key performance indicators (KPIs) like QA score, CSI, etc.
Delivering targeted training sessions to staff members and addressing knowledge gaps identified within the team.
Developing comprehensive operation and best practices manuals
Challenge existing practices. Identify, propose and implement areas of process improvement.
Run calibration meetings with Customer Operations Managers
Create, plan and ensure delivery of ongoing refresher and targetted training for Customer Ops team
Manage the relationship between key Stakeholders and the team with regard to team quality
Measure and track the performance of the team's quality output
Building out, improving, and documenting our internal processes
Continuous quality monitoring and relationship building with third-party providers
Work with the BI and Customer Ops leadership team to analyse CSI and FTR data with a focus on improving overall customer experience