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

We're looking for a QA & Compliance Monitoring Officer for our Partnership & Sales Team

This is an exciting opportunity to become part of the QA & Compliance team at iwoca. We are looking for someone who will help us expand our QA monitoring across our internal Partnership and Sales teams. We hope to find someone who is passionate about training, giving feedback and supporting our day to day monitoring and ad-hoc compliance activities.

About us

Fast, flexible finance empowers small businesses to manage their cash flow better and seize opportunities - making their business and the economy stronger as a whole. At iwoca, we do just that. We help businesses get the funds they need, when they need it, often within minutes. 

We’ve already made several billion in funding available to over 100,000 businesses since we launched in 2012, and positioned ourselves as a leading Fintech in Europe. Our mission is to finance one million businesses. We’ll get there by continuing to make our finance ever more relevant and accessible to more businesses by combining cutting-edge technology, data science and a 5-star customer service.

Our culture 

We’re expanding fast across our offices in London, Leeds and Frankfurt. With all this growth, we’re looking for people who want to learn on the job and lead projects, knowing that your ideas will impact thousands of small businesses. 

The role

The most common things that you will be doing in your day to day:

• 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. 

Some additional tasks may include: 

• 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.

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.

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.

Work-life balance is incredibly important at iwoca and we offer flexible working so you can make better use of your free time. This is a hybrid role in which you can split your time between the office and home.

Our benefits

We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds and Frankfurt. 

• Events and clubs, like bingo, comedy nights, yoga classes, football… 

• Two company retreats a year, we’ve been to France, Italy, Spain and further afield

• Plenty of drinks and snacks in our offices.

We offer a wide range of benefits:

• Medical insurance from Vitality, including discounted gym membership

• 25 days’ holiday, an extra day off for your birthday and the option to buy or sell an additional 5 days of annual leave 

• Instant access to emotional and mental health support with our partner, Spill

• Share options

• Generous maternity and paternity leave

• A nursery tax benefit scheme to help you save money

• Paid volunteering day to support your chosen charity

• Extra leave if you want to travel or study

• One-month fully paid sabbatical after 4 years

• Cycle-to-work scheme

• Electric car scheme

And to make sure we all keep learning, we offer:

• An L&D budget for everyone,  including a book budget

• Company-wide talks with internal and external speakers

• Access to learning platforms like Treehouse if you want to learn to code

For more information:

• iwoca benefits & policies: coda.io/d/iwoca-benefits-policies