WHAT WE DOWe'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 ITWe 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.LulaOUR VALUESCollaborative - we’re a clan and work together as a team, always towards a common goalCommitted - we’re accountable and follow through no matter the challengeCurious - we look for better ways to do things and make a positive differenceConnected - we stay close to, learn from and look to understand each other and our customersCompassionate - we go out of our way to care about our colleagues, our customers and our communityOVERALL PURPOSELulalend 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 DOINGAs our Internal Audit, you will report to our Head of Business Operations and be responsible for managing the quality assurance and internal audit 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 internal audit frameworks, quality assurance, coaching and customer experience in relation to product, process and service.QUALIFICATION AND EXPERIENCEMatric/Grade 12 achieved Minimum of 5 years experience leading a quality function working as a quality assessor within financial services or similar environmentProven track record of developing quality and internal audit frameworks and parametersExperience creating quality scorecardsBackground in change managementDemonstrated 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 solutionsTHE COMPETENCIES WE’RE AFTERThe creation of a Internal Audit and QA framework across the organisation identifying and utilising best of breed tools embedded within the CRM tool.Ensure all quality and compliance assurance requirements are metSupport business updates through quality assurance feedback and monitor adherence tochangesFacilitate QA criteria updates and how they align to conversion, compliance and customerserviceManage 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 monitorquality and complianceProvide weekly and monthly reporting and feedback to give insights into level of qualityassurance 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’ performance#J-18808-Ljbffr