Reporting to: Head of Business Operations
Location: Cape Town
ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS
What We Do
Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.
If you're looking for a new place to call home' that believes in the potential of the broader SME landscape in South Africa and a place where you'll work with awesome people - then Lula's the place for you!
We're making business banking fast, human, 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
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.
Responsibilities Include But Are Not Limited To
- 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
- Drive CSAT related initiatives throughout the business
- Expressing & boldly being a brand and values ambassador
- 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
- Matric/Grade 12 achieved
- Minimum of 3 - 5 years experience leading a quality function; and working experience as a quality assessor within financial services
- Experience within Sales, Collections and finance
- Experience creating quality scorecards
- 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
