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 Junior QA Analyst at Lendable, you will perform quality assurance for multiple teams across the US Customer Operations Team, 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 support the review of the US QA procedures to ensure they continue to be in line with relevant US financial regulations (e.g., CFPB, FDCPA, UDAAP, relevant state laws), 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 US operations team’s performance
Support with the oversight of third-party providers responsible for customer service operations within the US business
Identifying, analysing, and documenting issues and highlighting possible resolutions
Assist in maintaining and enhancing US QA procedures, ensuring continuous quality improvement and alignment with regulatory standards.
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-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, and experience in task/process-based evaluation. You are organised and have 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:
Screening stage: 30 minute conversation with Talent Partner and a 15 minute remote cognitive exercise
A short exercise to complete with a 3 day deadline.
45 minute remote interview: discuss the exercise you completed with the Hiring Manager