Quality Assurance Analyst
London/Kent
Operations (CS, Collections, Complaints, Fraud and Fincrime, Ops, QA) – QA Team /
Full time /
Hybrid
About Lendable
Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier.
> We're building one of the world’s leading fintech companies and are off to a strong start:
> One of the UK’s newest unicorns with a team of just over 400 people
> Among the fastest-growing tech companies in the UK
> Profitable since 2017
> Backed by top investors including Balderton Capital and Goldman Sachs
> Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.
We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
Join us if you want to
> Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
> Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
> Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About the role
We’re looking for someone who is passionate about working in a fast-paced, entrepreneurial environment. Happy Customers are a vital part of our success and ensuring they enjoy a seamless and great experience will be a key focus in the QA Analyst role.
As a QA Analyst at Lendable, you will perform quality assurance for multiple teams across Customer Operations, ensuring customers are treated fairly whilst maintaining regulatory compliance and company standards. You will identify any emerging trends from investigations whilst ensuring policies are adhered to. You will also monitor Lendable's QA policies to ensure they continue to be in line with FCA guidance, assisting in identifying problem areas and risks associated with current processes, in addition to making recommendations for improvement where required. Being comfortable with data is key, as is the ability to present key metrics outlining the quality across the operations team.
What you'll be doing
- Monitoring the operations team’s performance
- Identifying, analysing, and documenting issues and highlighting possible resolutions
- Analysing current procedures and improving quality
- Analysing set out criteria, developing test plan strategies, creating and executing test cases, tracking issues and reporting results
- Presenting data in a consumable format to colleagues of all levels
- Monitoring reporting outcomes Call/Email monitoring to support investigations and analysis
- Reactive tasks according to business risk changes
What we're looking for
- A graduate with a Bachelor’s degree (in English, Law, Finance or similar) or 2+ years of experience in a Customer Service oriented role (preferably in financial services/ fintech)
- Previous QA experience is desirable but not essential
- You are focused on quality and customer service
- You are able to work well as part of a team; decisive; goal-oriented; proactive
- You have sound working knowledge of MS Word, Excel, SQL (desirable but not essential) and experience in task/process-based evaluation
- You are organised and with an exceptional attention to detail
- Data-oriented; demonstrable experience working with or analysing complex data sets
- Compliance; experience ensuring company policies adhere to regulatory frameworks, e.g. FCA guidelines (desired but not essential)
Interview process
- A quick phone call with one of the team
- A short exercise to complete
- Video Interview
- Discuss the exercise you completed
Life at Lendable (check out our Glassdoor page)
> The opportunity to scale up one of the world’s most successful fintech companies.
> Best-in-class compensation, including equity.
> You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas.
> Our in-house chef prepares fresh, healthy lunches in the office every Tuesday-Thursday
> We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
> We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
