Quality Assurance Analyst

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 >250 people
• Among the top 10 fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs and most recently OTPP (Ontario Teachers' Pension Plan) in 2022
• Loved by customers with the best reviews in the market (4.9/5 across 10,000s of reviews)

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 are held by big banks with dated systems and painful processes. We launched our loans product in the US in 2022 with more product launches to follow this year!

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

What you’ll be doing 

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 of our customer interactions, ensuring our customers are treated fairly and we maintain regulatory compliance and company standards. 

You will identify any trends or emerging concerns found within the quality assessments you complete, clearly articulating and presenting your findings. You will also monitor Lendable's QA policies to ensure they continue to be in line with FCA guidance, identifying problem areas and risks associated with current processes so improvements can be made.

What you’ll be working on

• Monitoring the Operation's performance by assessing customer interactions via phone calls and email
• Monitoring of non-customer interactions; these are assessments aimed at ensuring Lendable's policies and processes are running correctly
• Identifying and documenting issues promptly and highlighting possible solutions to the right people
• Improving the quality of our customer interactions to ensure we provide the best level of customer service and identifying opportunities for colleague training and development, whilst ensuring that we are always meeting our regulatory expectations
• Presenting data in a consumable format to the Operation's Management Team
• Reactive tasks according to business risk changes 
• Large quarterly reviews assessing customer journeys to identify friction points through root cause analysis to drive positive change

What We’re Looking For

• 2+ years of experience in a Customer Service facing 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, and Excel, and experience in task/process-based evaluation
• You are organised and with exceptional attention to detail
• Compliance experience ensuring company policies adhere to regulatory frameworks, e.g. FCA guidelines (desired but not essential) 

What’s Next

• A quick phone call with one of the team
• A short exercise to complete in your own time  
• Video Interview 
  • Discuss the exercise you completed
  • Meet the team you’ll work with daily 

Life at Lendable (also 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 opt for the highest coverage when it comes to private health insurance
• We organise an annual trip with the whole company, to celebrate our milestones and reflect on our achievements.
• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London