Team Leader: Quality Assurance

2 weeks ago

Cape Town, South Africa Prodigy Finance Limited Full time

**Prodigy Finance - who are we?**

Prodigy Finance is a platform that delivers socially responsible financial services; making it possible for students from more than 130 countries to fulfill their dream of studying at the world’s top universities and schools by financing their international postgraduate studies. Our purpose is to democratise access to life changing education, whilst delivering competitive financial and social returns to alumni, institutional and private investors.

Our borderless and innovative model enables education loan financing to students from across the globe, whilst using predicted post-degree affordability rather than present-day salary in assessing creditworthiness. Since 2007, Prodigy Finance has extended over US$1.4 billion through the platform to fund over 28,000 students.

We are funded by some of the most highly regarded and pre-eminent financial institutions in the world, including Index Ventures, Balderton Capital, Credit Suisse, Deutsche Bank, and more recently the US DFC and CPPIB

**What will you do in the role?**

As our Quality Assurance Team Leader you will manage a team of quality assessors who work across our Operations department. This role requires you to act as a guardian and watchdog for our operational processes, product and service delivery.

You will work alongside our Operations and Business teams to manage and lead the Quality team in identifying gaps/ needs to ensure we deliver a referrable customer experience.

**What are some of the responsibilities of this role?**
- Manage our Quality Assurance team and ensure they are achieving their daily targets
- Work in collaboration with the managers and team leaders within Operations to ensure our monitoring processes are accurately reviewing the standard of quality required within each operations team.
- Facilitate QA criteria updates and how they align to conversion, compliance and customer service
- Support business updates through quality assurance feedback and monitor adherence to changes
- Manage the quality system within the operations space and ensure the system is updated
- Display agility and adaptability in order to efficiently help the Operations team meet key metrics and targets through use of data analytics
- Collaborate with other Operations teams to improve our customer service, loan conversion and loan repayments by identifying areas
- Work with CX and team leaders to review customer satisfaction feedback and identify training or process gaps
- Be a product and process expert and source of knowledge for your team
- Maintain and build on our positive culture through coaching, recognition and staff development
- Identify and escalate client experience, user insights, gaps and opportunities
- Analyse escalations and quality scores, provide root cause analysis and devise corrective actions to improve our standard of quality assurance within the Operations team
- Be a key stakeholder with the relevant SME and product teams in order to help drive the business improvements in line with business strategy and operational constraints/opportunities
- Plan, schedule and monitor the calibration process between QA, CX, team leaders, managers and training
- Track main actions and progress and highlight positive and negative trends on a weekly and monthly basis
- Escalate major quality, service and compliance issues to management
- Identify with the team leaders any common areas of concern, and work with the Operations Managers to undertake remedial action and escalate as appropriate
- Ensure appropriate and relevant documentation and record keeping is adopted to monitor quality and compliance
- Provide weekly and monthly reporting and feedback to give insights into level of quality assurance of the Operations team
- Represent and live our brand, culture and values
- People development, coaching and team leading: engaging your team to get the best out of them and creating a performance-driven environment which encourages strong, consistent performance. Collaborates; pulls teams and groups together, partners with others, encourages inclusion
- Customer orientation; able and willing to find out what the customer wants and needs and to act accordingly
- Mental agility; acquires and demonstrates cross-functional skills, able to exchange and make sense of information and ideas across disciplinary areas
- Comfortable when building best practice without precedence
- Continuous improvement; is always looking for better ways to do things and plans processes for growth or change
- Resilience, pace and energy; maintains performance under pressure, copes with difficult challenges and adapts to the environment
- Structured, highly organised, able to multi-task; able to remain calm and collected under pressure
- Great customer focus
- Detail orientated and execution focused
- Thriving in uncertainty with the ability to create structure amidst disruption
- Optimistic, positive outlook, highly likeable, upbeat and energetic.

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