QA Analyst

We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We're not about selling products - we want to solve problems and change lives through Monzo ️

By solving customers' problems, treating them fairly and being totally transparent, we believe we can make banking better for everyone

The EU Operations team is at the heart of everything we do for our customers at Monzo. To ensure that we're providing our customers with exceptional customer service, our quality program is essential to help us monitor performance and identify areas for improvement. We're looking for a Quality Analyst to support in this area and help us drive for excellence.

• Completing independent QA of customer journeys across Monzo EU business areas, assess adherence to policies, processes, regulation and customer service standards
• Completing independent reviews in line with the QA framework
• Delivering reviews to exceptional standards, meeting both productivity and quality targets
• Writing thorough, constructive and balanced feedback to enable business improvements and agent development
• Working with the EU Quality Manager and Ops stakeholders to deliver feedback to drive improvements
• Flagging trends and patterns, escalating risks to the EU Quality Manager for further review, and highlighting potential improvements in the QA processes
• Supporting the EU Quality Manager with pulse checks where a deep dive into an issue is required
• You are passionate about our Monzo customer experience and want to help improve this
• You have experience working in QA in a large scale operations
• You have experience working with Quality tools and data tools e.g. SQL
• You have experience of reviewing data - identifying trends and making recommendations
• You have experience creating procedure documentation and guidance
• You work collaboratively with other teams to reach a common goal
• You are an excellent communicator, and can adapt your approach to suit the needs of different audiences and are able to challenge the status quo where necessary

What's in it for you

This role will have a hybrid working model, based in our Dublin office 2 - 3 days a week

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team

Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)

€1,200 learning budget each year to use on books, training courses and conferences

Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%

Wellbeing benefits: financial education, women's and men's health support, mental health benefits, including coaching and counselling

The application journey has 3 key steps

• 30 min call with the Recruiter
• 30 min call with the Hiring Manager
• 2 hours of technical and behavioural interviews

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo.You can read them here.

We'll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

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