Junior QA Analyst - Customer Operations

📋 Description

• • Perform quality assurance for multiple teams across the US Customer Operations Team, ensuring customers are treated fairly whilst maintaining regulatory compliance and company standards.
• • Identify any emerging trends from investigations whilst ensuring policies are adhered to.
• • 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).
• • Assist 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.
• • Monitor the US operations team’s performance.
• • Support with the oversight of third-party providers responsible for customer service operations within the US business.
• • Identify, analyse, and document issues and highlighting possible resolutions.
• • Assist in maintaining and enhancing US QA procedures, ensuring continuous quality improvement and alignment with regulatory standards.
• • Analyse set-out criteria, develop test plan strategies, create and execute test cases, track issues and report results.
• • Present data in a consumable format to colleagues of all levels.
• • Monitor reporting outcomes Call/Email monitoring to support investigations and analysis; reactive tasks according to business risk changes.
• • Take ownership across a broad remit.
• • 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.
• • 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).
• • Winning team: the opportunity to scale up one of the world’s most successful fintech companies.
• • Flexible working: flexible approach tailored to each role.
• • 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/!