Quality Assurance Analyst

at  Lendable

WHAT WE’RE LOOKING FOR

• A graduate with top tier University 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 can 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)

ABOUT THE ROLE

We’re looking for someone 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 play a crucial role in our commitment to exceptional customer service. Your work ensures that our customers are treated with fairness and respect, all while upholding regulatory compliance and our high company standards. You will identify any emerging trends from investigations while ensuring policies are followed. Whilst monitoring Lendable’s QA policies to ensure they continue to align with FCA guidance, assisting in identifying problem areas and risks associated with current processes and 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