Associate Director of Quality Assurance

About Lendable

• 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)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

• 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
• Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
• Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

As the Associate Director of Quality Assurance (Customer Operations), you will be championing regulatory rigour whilst redefining QA as a powerful engine for insight, learning, and continuous improvement. Partnering closely with the Operational teams, you will steer the transition from traditional QA practices towards a dynamic, technology-enabled model that delivers both defensible compliance and actionable business intelligence.

As the right hand to the Director of Operational Oversight, you will help lead and inspire the QA team, ensuring that every insight is leveraged to drive exceptional outcomes for our customers—and for Lendable.

• Ensure consistently excellent customer outcomes by delivering robust, end-to-end quality assurance.
• Maintain and strengthen Lendable’s regulatory compliance and risk management posture.
• Harness AI-powered sampling and analytics to unlock deeper insights.
• Translate QA findings into practical recommendations that inspire change, not just correction.
• Foster a culture of proactive, data-driven continuous improvement across the business.
• Support personal and professional growth within the QA team, developing next-generation skills and mindsets.

• Oversee the evolution and adoption of an AI-first QA approach, ensuring accuracy, fairness, and transparency in our sampling and evaluation process.
• Validate that our AI-driven QA technology is delivering defensible, actionable scoring, and intervene where human expertise adds value at the margins.
• Partner with business, risk, and compliance stakeholders to spotlight insights and co‑create meaningful change initiatives.
• Develop scalable QA frameworks that go beyond identifying problems—championing solutions that lead to measurable improvement.
• Mentor and upskill team members to interpret and present QA insights with clarity and strategic impact.
• Represent QA in senior forums, promoting its value as a partner in growth and operational excellence.

• Experience leading or transforming quality assurance functions within highly regulated, technology‑led environments (fintech or consumer lending experience preferred).
• Strategic thinking and ability to translate complex data into clear, actionable decisions.
• Results‑focused mindset balancing business and customer needs.
• Collaborative, growth mindset and willingness to challenge your own assumptions and ways of working.
• Strong sense of ownership and proactive problem‑solving attitude.
• Demonstrated expertise in harnessing data/AI for operational insight, with strength in interpreting and communicating complex findings.
• Strong leadership skills: able to coach, challenge, and grow high‑performing teams in a period of significant change.
• A partnership approach—comfortable collaborating across disciplines, influencing at senior levels, and working in a fast‑moving, mission‑driven organisation.
• An unwavering commitment to customer fairness, integrity, and positive culture.