Operations QA Officer

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.

The requirements

Essential:

• Demonstrates curiosity to use and learn more about AI tools. You’ll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.

• 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.

• Excellent communication skills in business English and German

The salary

We expect to pay from 40,000 —56,000 EUR 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.

Find out more about our Internal Recruitment Process here.
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