Operations QA Officer

The company Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are. That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed. We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding.

Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive. THE ROLE We're creating a new function within DE Operations focused on raising the performance of our Ops teams. This is separate from the QA checks the Governance & Compliance team will continue to perform.

It's about finding what good looks like and helping iwocans get there. Day to day, the core of your work is hands-on: reviewing how AMs, CSAs and Collections Agents handle customer interactions and perform their role, scoring against clear standards, and turning what you find into feedback that team leads can act on. You'll start with these three areas, possibly expanding into Credit Analysis and Paralegals later. Beyond the reviews, you'll help shape the tools and processes that make this function work.

As the first person in this role, you'll build it from the ground up. WHAT YOU’LL BE DOING - Review how agents handle customer interactions and perform their role against clearly defined quality expectations. - Identify coaching opportunities and deliver actionable feedback to team leads, mentors and staff directly. - Run ad-hoc deep dives into patterns, recurring issues, hot topics, or individual performance where needed.

For example, if repeat take-up rates are underperforming, you'd review the relevant conversations, find out what's going on, and feed it back. - Work with Ops Strategy (and BYG) to build and improve tools that make identifying and performing checks more targeted and efficient. - Feed learnings from your reviews back into ops processes and to product teams to improve the customer experience. - Collaborate with colleagues in Governance & Compliance to align and calibrate checks.

WHAT WE ARE LOOKING FOR - Solid understanding of iwoca's lending criteria, products, services and CLTV. - Customer focus. You genuinely care about the experience customers have and can spot where a better interaction would have made a difference. - Strong communication skills. You can deliver constructive, candid feedback that people actually act on. - Good judgement. You can review our staff’s interactions with customers and spot what matters for coaching, not just what went wrong. - Attention to detail.

Your work directly impacts people's performance reviews and progression, so accuracy and consistency matter. - Self-organised and independent. You'll be the first person in this role. You need to drive your own work, manage your own time, and push for change without needing to be told. - Adaptability and curiosity. iwoca changes fast and you'll need to keep up with process and product changes. - A problem-solving mindset.

You make decisions confidently, but you're also proactive about seeking help and escalating when needed. - Willingness to work with AI and tech to make your work more effective. No experience needed, but an appetite to learn. The salary We expect to pay from £38,000 —£54,000 for this role. But, we’re open-minded, so definitely include your salary goals with your application. We routinely benchmark salaries against market rates, and run quarterly performance and salary reviews.

The culture At iwoca, we prioritise a culture of learning, growth, and support, and invest in the development of our team members. We value thought and skill diversity, and encourage people to explore new areas of interest, adopt better tools – including AI – and apply sound judgement so our products and decisions improve over time. The offices We put a lot of effort into making iwoca a great place to work: - Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks. - Events and community-led groups, including running groups, padel, and monthly ping-pong and pool competitions.

The benefits - Flexible working hours. - Medical insurance from Vitality, including discounted gym membership. - A choice between a dedicated dental plan or a health cash plan that reimburses everyday medical expenses. - A private GP service (separate from Vitality) for you, your partner, and your dependents. - 25 days’ holiday per year, an extra day off for your birthday, the option to buy or sell an additional five days of annual leave, and unlimited unpaid leave. - A one-month, fully paid sabbatical after four years. - Instant access to external counselling and therapy sessions for team members that need emotional or mental health support. - 3% Pension contributions on total earnings. - An employee equity incentive scheme. - Generous parental leave and a nursery tax benefit scheme to help you save money. - Electric car scheme and cycle to work scheme. - Two company retreats a year: we’ve been to France, Italy, Spain, and further afield.

And to make sure we all keep learning, we offer: - A learning and development budget for everyone. - Company-wide talks with internal and external speakers. - Access to learning platforms like Treehouse. Useful links: - iwoca benefits & policies https://coda.io/@iwocauk/iwoca-benefits-policies-uk - Interview welcome pack https://coda.io/@iwocauk/interview-welcome-pack-tap