Quality Assurance Lead

WHAT WE DO

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it!

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we're looking for Lulas who love to make a difference to join our team and change the game.

WHY WE DO IT

We care about our family, our work, our community, our country.

We're passionate about EMPOWERING EVERY SME TO SUCCEED.

And to do it, we're BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.

Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.

So get curious.

Rise to the challenge.

Don't settle for average.

Shoot for amazing.

We're here to change the game, the norm, the world,

Because when we change something for the better, we change ourselves too.

You are.

We are.

Lula

OUR VALUES

Collaborative - we're a clan and work together as a team, always towards a common goal

Committed - we're accountable and follow through no matter the challenge

Curious - we look for better ways to do things and make a positive difference

Connected - we stay close to, learn from and look to understand each other and our customers

Compassionate - we go out of our way to care about our colleagues, our customers and our community

OVERALL PURPOSE

Lula is South Africa's first and only online and automated business-lending platform aimed at providing small and medium businesses with quick access to funding to help them grow! We use data, technology and design to efficiently deliver capital to a market underserved by banks.

WHAT YOU WILL BE DOING

As our Quality Assurance Lead, you will report to our Head of Business Operations and be responsible for managing the quality assurance processes for our operational teams, in close collaboration with the team leads within each business area. You will work closely with the teams to identify gaps / needs to ensure we deliver a world class customer experience. The focus of the role being on quality assurance, coaching and customer experience in relation to product, process and service.

THE COMPETENCIES WE'RE AFTER

• Ensure all quality and compliance assurance requirements are met
• Support business updates through quality assurance feedback and monitor adherence to
  changes
• Facilitate QA criteria updates and how they align to conversion, compliance and customer
  service
• Manage the quality system within the customer facing teams space and conduct frequent quality assurance checks
• Handle audit support queries and related tasks when required
• Work with the Sales, Credit and Customer Experience (CX) team members and team leaders to review customer satisfaction feedback and identify training or process gaps
• Plan, schedule and monitor the calibration process between QA, Sales, Credit and CX, team leaders and training
• Escalate major quality, service and compliance issues to management
• Identify with the team leaders any common areas of concern, and work with the Heads of Departments to undertake remedial action and escalate as appropriate
• Ensure appropriate and relevant documentation and record keeping is adopted to monitor
  quality and compliance
• Provide weekly and monthly reporting and feedback to give insights into level of quality
  assurance of the front-facing customer success team
• Manage the understanding and standard of quality assurance within the business and assist in the delivery of Quality training to employees as required 
• Execution of quality control checks and delivering insightful and constructive reporting and feedback on the customer facing teams' performance

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

• Matric/Grade 12 achieved
• Minimum of 5 years experience leading a quality function working as a quality assessor within financial services or similar environment
• Experience creating quality scorecards
• Background in change management
• Proven track record of developing quality framework and parameters
• Demonstrated experience with quality monitoring and in-depth understanding of KPI's
• Highly flexible and able to adjust to an ever-changing high-pressure environment
• Excellent verbal and written communication skills
• Exceptional presentation skills
• Strong coaching and influencing skills
• Ability to analyze incomplete data, identify issues and come up with solutions
• Ability to understand and convey quality data findings to stakeholders

WHAT WOULD THE IDEAL CANDIDATE BE GREAT AT?

• Expressing & boldly being a brand and values ambassador
• Be a guardian for process knowledge on our ZenDesk knowledge base
• Ability to keep our teams current and relevant by sourcing “good” and “bad” examples of
  service experiences, doing root cause analysis and showcasing these as learning
  opportunities.
• Display a strong level of agility and adaptability in a fast paced Fintech environment.
• Strong attention to detail and administrative discipline; able to identify and escalate any
  errors when made by any part of the team or business.
• Advanced troubleshooting and multi skilled strength set.
• Excellent interpersonal and communication skills, both verbal and written.
• Ability to assess complex situations and use creativity to solve problems.
• Proven ability to operate independently and within a team environment, whether that be
  remotely at home or in the office with the team.
• Have the ability to debate in a constructive manner and to challenge conventional
  wisdom.