1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1. 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo. 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting. We’re looking for a talented and motivated Team Lead to join our Quality Assurance (QA) team at Lendable. In this role, you’ll lead a group of skilled Quality Assurance Analysts, providing mentorship, guidance, and support while driving improvements to our QA processes. You’ll take ownership of key projects and challenges, making confident decisions and steering the team toward delivering exceptional results. Whether it’s advising on escalated cases, refining procedures, or executing projects with minimal guidance, you’ll play a crucial role in ensuring our QA team continues to thrive in a fast‑paced, entrepreneurial environment.
Responsibilities
* Lead, coach, and inspire a team of Quality Assurance Analysts, ensuring they deliver high‑quality QA reviews, and achieve team and individual KPIs.
* Foster a culture of accountability, continuous learning, and best practice‑tailoring support and development to the needs of each team member and identifying emerging talent.
* Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching.
* Monitor and analyse a variety of data sources (KPIs, MI, Check the Checker results and colleague feedback) to assess individual and team performance.
* Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency.
* Escalate and resolve issues proactively, using data and customer insights to drive change.
* Leading on forming and improving procedures, working with risk owners to improve quality and escalating where necessary to identify process pain points and improvement opportunities.
* Take ownership of key projects, issues, and problems; leading on decision‑making and team actions to deliver results.
* Collaborate cross‑functionally with other teams to support automation and system enhancements.
* Champion and embed process changes—ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high‑risk customers.
* Ensure your team’s quality assessments and wider reviews meet business, regulatory and compliance standards.
* Promote risk awareness, adherence to policies and corrective action where necessary.
* Support in embedding governance, quality frameworks, challenging the norm and change‑management initiatives within the team.
* Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required.
* Act as an advocate for team feedback and customer insight, driving positive change through cross‑functional collaboration.
Qualifications
* Proven experience managing or supervising customer‑facing, operations, or support teams in a regulated, fast‑paced, and/or tech‑enabled environment.
* Experience in driving the performance and development of individuals and teams against ambitious targets.
* Analytical skills, with the ability to interpret a range of data sources (dashboards, MI) to inform coaching, trend identification and process improvements.
* Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent.
* Comfortable working with CRM/case management systems, digital platforms, and supporting technology‑driven change (automation, AI, etc.).
* Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels.
* Experience working within compliance, risk management, or regulated environments is desirable.
* Champions a customer‑first mindset: committed to delivering compassionate, fair, and tailored support, while always seeking opportunities to enhance efficiency and streamline the customer journey and team’s processes.
* Proactive and solutions‑oriented; thrives on analysing problems, leading change, and delivering continuous improvement.
* Data and insight‑driven; uses evidence to inform decision‑making and team management.
* Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration.
* Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities.
* Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues.
Equal‑Opportunity Statement
We’re an equal‑opportunity employer and are looking to make Lendable the most inclusive and open workspace in London.
Benefits & Work Arrangement
* You can work from home every Monday and Friday if you wish. On other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.
* Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday‑Thursday.
* We care for our Lendies’ well‑being both physically and mentally, so we offer coverage through private health insurance.
Company Overview
* One of the UK's newest unicorns with a team of just over 600 people.
* Among the fastest‑growing tech companies in the UK.
* Profitable since 2017.
* Backed by top investors including Balderton Capital and Goldman Sachs.
* Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot).
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