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QA & Compliance Monitoring Officer - Partnership & Sales Team (12 month FTC)

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iwoca

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • London

AI generated summary

  • You should be detail-oriented, analytical, and a quick learner with QA experience, knowledge of compliance and AML, and proficiency in Google Sheets. Strong communication and problem-solving skills are key.
  • You will conduct call reviews, analyze trends, coach team members, prepare reports, address complex queries, update guides, assist in complaints, improve training, handle financial promotions, and spot AML flags.

Requirements

  • Requirements
  • You will be a self-starter, analytical, someone who pays attention to detail and is able to quickly learn about new and complex areas. You will work closely with the wider Compliance team, Ops management teams, Partnership and sales team and the FinCrime team.
  • We hope to find someone smart and motivated who is always looking to learn something new.
  • Ideally, you’ll have:
  • Good knowledge of Google sheets, and some knowledge of Looker, Coda dashboards and Confluence
  • Strong attention to detail and ability to stay focused while completing repetitive tasks regularly
  • Enthusiastic communicator who feels comfortable delivering constructive and candid feedback
  • Problem solving attitude is a big win, we tend to make decisions based on limited knowledge every now and then
  • Some experience within Quality Assurance or Quality Control (ideally in the FinTech industry or a call center)
  • Some knowledge of Regulatory compliance, AML and rules around fair treatment of customers in business lending
  • Experience of dealing with confidential information regarding performance and individual quality.

Responsibilities

  • Conduct regular and ad hoc call reviews and monthly account spot checks through different communication channels (calls, email chains, account notes, intercom, hubspot)
  • Analyze trends, spot process gaps and negative practices, escalate to senior management and recommend follow up actions
  • Organize and lead feedback and coaching sessions for team members, new joiners, team managers and mentors
  • Prepare QA reports and collaborate with the management team to identify process improvements and implement changes that enhance operational efficiency
  • Be the go to person for complex queries regarding fair treatment of vulnerable customers, account status and structure, audit trail and housekeeping
  • Update the QA guides and other supporting documentation regularly
  • Work closely and prepare RCAs with the Complaints resolution team
  • Work closely with Ops managers to create a better new starter and training experience by reviewing existing training framework and implementing any changes
  • Work on Financial Promotions as part of the compliance sign off process
  • Work closely with FinCrime to spot potential AML or fraud flags

FAQs

Do we support remote work?

Yes, we do remote work in a hybrid format.

Is this role permanent?

No, this position is a 12-month fixed-term contract.

What will my day-to-day responsibilities include?

You will conduct call reviews, analyze trends, provide feedback and coaching, prepare QA reports, and be the go-to person for complex queries regarding compliance and customer treatment.

What skills and experience are required for this position?

Ideally, you should have good knowledge of Google Sheets, strong attention to detail, experience in quality assurance or control, and some knowledge of regulatory compliance and AML.

Does iwoca offer training and development opportunities?

Yes, we provide an L&D budget, access to learning platforms, and opportunities for company-wide talks with internal and external speakers.

What benefits are provided to employees?

Benefits include medical insurance, 25 days of holiday, instant access to emotional and mental health support, share options, generous parental leave, and many more perks.

Will I have the opportunity to provide feedback and coaching to others?

Yes, a key part of the role is organizing and leading feedback and coaching sessions for team members and new joiners.

What is the culture like at iwoca?

The culture at iwoca is fast-paced and collaborative, with a focus on learning, leading projects, and having ideas that impact thousands of small businesses.

Is there support for emotional and mental health?

Yes, we offer instant access to emotional and mental health support through our partner, Spill.

Can I obtain extra leave for travel or study?

Yes, you can request extra leave if you want to travel or study.

Are there opportunities for team bonding and socializing?

Yes, we organize events and clubs such as bingo, comedy nights, yoga classes, and football to foster team bonding.

iwoca

Technology
Industry
201-500
Employees
2011
Founded Year

Mission & Purpose

iwoca is a fintech company that specializes in providing flexible and accessible small business loans. They offer quick and convenient funding solutions to small and medium-sized enterprises (SMEs) in the United Kingdom and Europe. iwoca's ultimate mission is to empower entrepreneurs and small business owners by providing them with the financial support they need to grow and succeed. Their purpose is to fill the funding gap that traditional banks often overlook, offering accessible and transparent lending options that cater to the specific needs of SMEs. By leveraging technology and data-driven assessments, iwoca aims to simplify the loan application process, make funding more accessible, and support the growth of small businesses, ultimately driving economic prosperity and fostering entrepreneurial success.

Culture & Values

  • Motivated

    Going to work shouldn't feel like a slog, so we want everyone in the team to personally care about what they're working on. We stay motivated by celebrating our wins, learning from our mistakes, and always looking for new gaps to step into.

  • Smart

    At iwoca being smart isn't about what you know, it's about how you think. Smart thinking means looking at each problem by asking ‘why’ first, then figuring out ‘how’.

  • Humble

    We know all ideas are flawed, all code has bugs, and everyone makes mistakes: it’s how we learn. For us, being humble means you question yourself first, rather than your team.

  • Growth Mindset

    We think there's always a better way to solve a problem. So we never let ourselves get comfortable with being good enough.

Benefits

  • Work where you work best

    Twice a year we rent houses in places like Sicily and the French Alps where each team can work together for a week poolside. We champion flexible working in all our teams.

  • Invest in iwoca

    We want people to be invested in iwoca's success so after six months you'll be awarded share options.

  • Keep yourself healthy

    We offer comprehensive health insurance and cash plans. You'll also get gym discounts and we host yoga classes in the office every week.

  • Start (and end) your day right

    Each floor of iwoca HQ has a fully stocked fridge for breakfast and every Friday we unwind with beers and wine.

  • Life-work balance

    We know your life outside of work comes first. We offer enhanced maternity and paternity leave for new parents plus a nursery benefit. We also have unlimited unpaid leave.

  • Learning and development

    Whether you want to learn to code, experiment with motion design, or beat cognitive biases you'll have time and budget to invest in your professional development.