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 metSupport business updates through quality assurance feedback and monitor adherence to
changesFacilitate QA criteria updates and how they align to conversion, compliance and customer
serviceManage the quality system within the customer facing teams space and conduct frequent quality assurance checksHandle audit support queries and related tasks when requiredWork with the Sales, Credit and Customer Experience (CX) team members and team leaders to review customer satisfaction feedback and identify training or process gapsPlan, schedule and monitor the calibration process between QA, Sales, Credit and CX, team leaders and trainingEscalate major quality, service and compliance issues to managementIdentify with the team leaders any common areas of concern, and work with the Heads of Departments to undertake remedial action and escalate as appropriateEnsure appropriate and relevant documentation and record keeping is adopted to monitor
quality and complianceProvide weekly and monthly reporting and feedback to give insights into level of quality
assurance of the front-facing customer success teamManage 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' performanceTHE SKILLS AND EXPERIENCE WE'RE LOOKING FOR Matric/Grade 12 achievedMinimum of 5 years experience leading a quality function working as a quality assessor within financial services or similar environmentExperience creating quality scorecardsBackground in change managementProven track record of developing quality framework and parametersDemonstrated experience with quality monitoring and in-depth understanding of KPI'sHighly flexible and able to adjust to an ever-changing high-pressure environmentExcellent verbal and written communication skillsExceptional presentation skillsStrong coaching and influencing skillsAbility to analyze incomplete data, identify issues and come up with solutionsAbility to understand and convey quality data findings to stakeholdersWHAT WOULD THE IDEAL CANDIDATE BE GREAT AT? Expressing & boldly being a brand and values ambassadorBe a guardian for process knowledge on our ZenDesk knowledge baseAbility 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.
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