Quality Assurance Lead
Lulalend
- Cape Town, Western Cape
- Permanent
- Full-time
- Ensure all quality and compliance assurance requirements are met
- Support business updates through quality assurance feedback and monitor adherence to
- 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
- Execution of quality control checks and delivering insightful and constructive reporting and feedback on the customer facing teams' performance
- 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
- 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
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
- 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