Executive — Communication Quality Control

Your Role in Our Mission

This isn't a seat on a finished team, it's the chance to help build one from the ground up. We're standing up Communication Quality Control as a founding discipline at NEXT, and we're looking for someone who wants to leave their fingerprints on it.

As an Executive in CQC, you won't just check whether a conversation was handled, you'll help define what world-class quality even means here: the standards, the systems, and the instincts that thousands of future client interactions will run on. You'll connect the dots across the entire trader journey, partner with AI to work smarter than any quality team before us, and influence how the wider organisation thinks about quality, expansion, and improvement.

If you've ever wanted to shape something rather than inherit it  to build the playbook instead of following one  this is that rare opportunity. Come help us decide what ‘great’ looks like, and then build the machine that makes it happen at global scale.

How You'll Make an Impact

Auditing is where it starts, not where it ends. In CQC you'll shape standards, build systems, and turn quality data into strategy.

Set the Standard for World-Class Quality

• Help define and evolve what ‘great’ looks like across live chat, email and beyond,  the scorecards, error taxonomy, and standards the whole team runs on

• Audit client interactions as one input into a bigger picture,  judging the real outcome for the trader, not just whether steps were followed

• Establish quality baselines for new channels and functions as we expand (email, Business Operations, FNmarkets and more)

 Calibrate & Level Up the Frontline

• Turn findings into clear, actionable feedback that genuinely lifts agent performance

• Run and take part in calibration and Audit-the-Auditor (ATA) sessions so scoring stays fair and consistent across the team

• Contribute to training and enablement (e.g., MasterComm sessions on real corner-cases) that raises the whole team's game

Build the Systems & the Fair Process

• Design and run a transparent reversal / dispute process that people trust

• Create audit frameworks, SOPs and documentation that scale as the business grows

• Partner cross-functionally with CX, Operations and other teams to close quality gaps at the root

Push the Edge with AI & Third-Party QA Tooling

• Work hands-on with third-party QA platforms and AI-powered audit tools  evaluating them, integrating them, and squeezing the maximum out of them

• Use AI as a genuine force-multiplier in everything you do: drafting feedback, auditing at scale, spotting patterns, and pressure-testing your own calls

• Surface recurring error clusters and quality trends, and translate them into insight leadership can act on

• Continuously reinvent how we measure, protect and scale quality

What You Bring

• Exceptional, hands-on fluency with AI tools, this is non-negotiable. You don't just ‘use AI’, you push it: you prompt it well, direct it hard, and consistently get more out of it than most people can. AI is a core teammate in how you operate, analyse and build

• Strong English communication skills (both written and verbal)

• What if I don’t know how to audit? No worries. We’ll show you what our operations are all about and introduce you to the basics

• A builder's mindset, comfortable creating structure where none exists yet

• Comfortable using Excel, Google Sheets, and data-visualisation tools

• Exposure to CX quality metrics, QA scorecards, or contact-centre auditing is a brownie point

Your Journey after Applying

• TA screening

• Assessment stage / Problem Solving session

• Bar Raiser interview

Your X-Factor

• AI-native — instinctively reaches for AI to move faster and think sharper, and keeps levelling up how they use it

• Approaches every audit with fairness, curiosity, and rigour

• Operates with discretion, integrity, and a solution-first mindset

• Gives feedback people can actually act on

• Sees a blank page as an opportunity, not a problem

• Continuously looks for ways to sharpen quality and protect the client experience