About the role
We’re looking for a talented and motivated Team Lead to join our Quality Assurance (QA) team at Lendable.
In this role, you’ll lead a group of skilled Quality Assurance Analysts, providing mentorship, guidance, and support while driving improvements to our QA processes.
You’ll take ownership of key projects and challenges, making confident decisions and steering the team toward delivering exceptional results.
Whether it’s advising on escalated cases, refining procedures, or executing projects with minimal guidance, you’ll play a crucial role in ensuring our QA team continues to thrive in a fast-paced, entrepreneurial environment
Key Responsibilities
Team Leadership & Development
Lead, coach, and inspire a team of Quality Assurance Analysts, ensuring they deliver high-quality QA reviews, and achieve team and individual KPIs
Foster a culture of accountability, continuous learning, and best practice—tailoring support and development to the needs of each team member and identifying emerging talent.
Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching.
Performance Management & Data-Driven Improvement
Monitor and analyse a variety of data sources (KPIs, MI, Check the Checker results and colleague feedback) to assess individual and team performance.
Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency.
Escalate and resolve issues proactively, using data and customer insights to drive change.
Process Excellence & Continuous Improvement
Leading on forming and improving procedures, working with risk owners to improve quality and escalating where necessary. to identify process pain points and improvement opportunities.
Take ownership of key projects, issues, and problems; leading on decision-making and team actions to deliver results.
Collaborate cross-functionally with other teams to support automation and system enhancements
Champion and embed process changes—ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers.
Compliance, Risk & Quality
Ensure your team's quality assessments and wider reviews meet business, regulatory and compliance standards
Promote risk awareness, adherence to policies and corrective action where necessary.
Support in embedding governance, quality frameworks, the challenging of ‘the norm’ and change management initiatives within the team.
Stakeholder Engagement & Communication
Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required.
Act as an advocate for team feedback and customer insight, driving positive change through cross-functional collaboration.
Personal Specification
Experience & Skills
Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.
Experience in driving the performance and development of individuals and teams against ambitious targets.
Analytical skills, with the ability to interpret a range of data sources (dashboards, MI) to inform coaching, trend identification and process improvements.
Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent.
Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.).
Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels.
Experience working within compliance, risk management, or regulated environments is desirable.
Behaviours & Approach
Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, while always seeking opportunities to enhance efficiency and streamline the customer journey and team’s processes.
Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement.
Data and insight-driven; uses evidence to inform decision-making and team management.
Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration.
Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities.
Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues.
