Quality Assurance Team Leader

Lendable

full-time

Posted on: 9/3/2025

Origin: • 🇬🇧 United Kingdom

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Senior

About the role

Lead, coach and inspire a team of Quality Assurance Analysts to deliver high-quality QA reviews and meet KPIs
Monitor and analyse KPIs, MI and feedback to assess performance and identify trends
Design and implement action plans to uplift service quality and efficiency
Lead process excellence initiatives, refine procedures and collaborate with risk owners
Own key projects and make decisions to deliver results with minimal guidance
Support automation and system enhancements through cross-functional collaboration
Ensure quality assessments meet business, regulatory and compliance standards
Communicate performance, risks and improvement recommendations to stakeholders and Heads of Department

Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment
Experience driving performance and development of individuals and teams against ambitious targets
Analytical skills: ability to interpret dashboards and MI to inform coaching and process improvements
Demonstrated ability to motivate, coach, and develop a diverse team; recognise and nurture emerging talent
Comfortable working with CRM/case management systems and supporting technology-driven change (automation, AI)
Strong written and verbal communication skills; ability to engage, motivate, and influence at all levels
Experience within compliance, risk management, or regulated environments is desirable
Behaviours: customer-first, proactive, solutions-oriented, data-driven, inclusive leader, resilient, adaptable, embraces technology