Quality & Training Specialist

Millions of people want to grow their money but don't know where to start.

More than 90% of adults don’t access traditional financial advice.

That's the gap Plum was built to close.

We're building the proactive money platform that makes it easy for people to smartly and sustainably grow their money.

Whether you're stashing the cash for tea and toast in your first home or catching some rays during retirement, we've got your back.

Since 2016, millions of people across 10 European markets have set aside more than £10 billion with Plum.

But what we're most excited about is what comes next and the opportunity for our people to help shape it.

We're now going after something even bigger: the £2 trillion+ advised market in the UK and beyond, currently locked behind high fees and complexity.

By combining AI-driven financial guidance with the products people actually need, we're building a solution for everyone, not just the wealthy few.

At Plum, you'll be part of a team that's ambitious, curious and driven.

We move fast, learn from what doesn't work, challenge the status quo and, most importantly, build something that makes people's lives better.

We believe great ideas can come from anywhere, and that the best work happens when people feel trusted to take ownership, collaborate openly and bring their whole selves to work.

• Join nearly 300 Plumsters and be part of a team shaping the future of money
• The Team & The Role

We're looking for a Quality & Training Specialist to join our Customer Operations team and play a key role in driving 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 bringing your expertise to help us on training delivery and with the Knowledge Management Specialist to keep our resources and SOPs current.

This role is perfect for someone who enjoy building systems that scale quality assessment, spotting patterns in performance data, and translating insight into action.

What You Will Do

• 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 auto QA 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 Look 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
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