Junior QA Analyst - Customer Operations

ABOUT LENDABLE

Lendable is on a mission to build the world's best technology to help people get credit and save money. 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 700 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 https://uk.trustpilot.com/review/lendable.co.uk)

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

1. 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

2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

3. 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 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

LIFE AT LENDABLE

• Winning team: the opportunity to scale up one of the world’s most successful fintech companies
• Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
• Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
• Health coverage: support for your physical and mental wellbeing, including private health cover
• Retirement & savings: long-term financial wellbeing through retirement savings plans
• Employee referral programme: earn a competitive bonus when you refer successful new team members
• Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
• Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.

Check out our blog https://blog.lendable.co.uk/!