Quality Assurance Analyst - Operations

Operations · Dublin 2, Dublin
Department Operations
Employment Type Permanent

Quality Assurance Analyst - Operations


About JAJA

 Jaja is a consumer finance business, launching its first product, a digital credit card, in 2018. Since then it has grown rapidly and has recently completed the acquisition of the Bank of Ireland Credit Card portfolio. With backing from several major Private Equity funds, Jaja has an ambitious growth strategy that includes providing consumer finance in partnership with leading consumer brands, with several partnerships secured alongside an exciting pipeline of opportunities. 

Jaja is on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time, and frustration. Or as we say it, Make Simple. We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

Description of the Business Unit

The operations team is responsible for making sure that Jaja customers receive fantastic service in a simple, efficient, and effective way. We do this by developing strong working relationships with our technology suppliers and 3rd party suppliers, being knowledgeable about our business, and having a passion for delivering great customer service. We relentlessly look for improvements in the way we run our business. 

Purpose of the Role

Our QA Analyst will be responsible for Quality Assurance activity across our operational areas, ensuring adherence to regulations and policy in all agent activity, as well as monitoring and development of “soft skills” and ensuring the customer journey is complemented by the developing skills of our agents.

What’s the opportunity?

You will work in a dynamic fast paced environment, helping deliver a significant change agenda for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo.

Reporting to the QA Manager the Quality Assurance Analyst will play a key role in building and developing this new function.

Key Accountabilities:

  • Responsible for all QA activities, conducting QA assessments, audits and development of QA scorecards and framework to meet business needs
  • Conduct regular quality audits, including call listening and process testing across all Operational areas (including our outsourced operations)
  • Monitor and feedback on individual and team quality metrics through both informal communications and structured reports, produce detailed regular quality reports for Operations management
  • Work with all Operational areas on action plans to improve quality
  • Encourage continuous improvement in all areas of the operation including processes, training, communications, and quality process

Essential skills and Experience


  • Strong communication and stakeholder management skills
  • 3+ years financial services background
  • Excellent verbal and written communication skills
  • Highly proficient in computer skills including MS Word, Power Point, Excel and Outlook
  • Exceptional organisational and presentation skills
  • Solution orientated

Competencies

  • Customer focus with an ability to develop strong professional relationships.
  • Accuracy and attention to detail is a pre-requisite.
  • Ability to work well under pressure and to tight timeframes.
  • Strong interpersonal skills
  • Ability to work independently and liaise with other departments, as required.
  • Excellent communications skills (both written and verbal)
  • Pro-active, flexible and must be team player.

Desirable skills and experience


  • Experience of call monitoring and process testing is essential
  • Experience working in within a fast-paced Operations environment
  • Experience of working across the customer journey from Servicing to Fraud to Collections
  • Testing across sites and 3rd party suppliers desirable but not essential

 

What's in it for you? 


  • The chance to make a real impact in a growing start-up on a mission to change the face of the consumer finance industry forever.
  • Competitive salary 
  • Excellent on-site facilities including free tea and coffee
  • On site amenities offering networking sessions along with various Wellbeing related classes
  • Social Jaja Sessions where lofty ideas are rewarded 
  • Pension 
  • More exciting benefits, you will hear about when we talk  

Thank You

Your application was submitted successfully.

  • Location
    Dublin 2, Dublin
  • Department
    Operations
  • Employment Type
    Permanent