At a Glance
- Tasks: Monitor and evaluate agent interactions to enhance customer outcomes.
- Company: Join a vibrant team at Capital One, a leader in tech-driven banking.
- Benefits: Enjoy flexible working, competitive salary, and generous holiday entitlement.
- Other info: Diverse and inclusive workplace with excellent career progression opportunities.
- Why this job: Make a real impact on customer experiences while developing your career.
- Qualifications: Experience in Quality Assurance and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ per year.
This is an opportunity to join a vibrant and fast-paced team, providing quality assurance, actionable insights and reporting to the business. You will be responsible for monitoring agent interactions, providing actionable insights and influencing change to improve customer outcomes.
Monitoring: Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, mid to high risk workstreams, requiring good judgement skills.
Training and knowledge gaps Validation: Conduct reperformance of QA monitoring across multiple Operational lines, ensuring consistent and correct outcomes aligned to QA standards and methodology, providing effective feedback and reporting on findings to QA Leadership, and supporting with coaching for improvement.
Analysis of results, insights and data from multiple viewpoints.
Support QA Leadership in managing Appeal overflows and Competency appeals.
Ability to build strong relationships with peers and senior stakeholders across other teams which support the QA team, the wider operation and business.
Ability to review and analyse data to provide insights into the business and make recommendations balancing customer and business requirements.
Good judgment and decision-making, being able to demonstrate strong reasoning skills with any analysis.
A passion for improving customer outcomes and Quality Assurance Excellence.
Experience or expertise in Quality Assurance with an in-depth knowledge of QA processes including scorecards and Scorebuddy.
This is a permanent position and is based in our Nottingham offices. Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.
We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers).
Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave.
Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.
Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from.
Capital One is committed to diversity in the workplace.
Quality Assurance & Control Technician in Leicester employer: Capital One UK
Capital One is an exceptional employer, offering a vibrant work culture in Nottingham that prioritises employee growth and development through comprehensive training programmes. With a commitment to diversity and inclusion, employees benefit from a supportive environment, flexible working arrangements, and access to outstanding facilities, including a fully-serviced gym and mindfulness rooms, all while contributing to meaningful change in the banking sector.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance & Control Technician in Leicester
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to quality assurance. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your skills effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team at Capital One.
We think you need these skills to ace Quality Assurance & Control Technician in Leicester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality Assurance & Control Technician role. Highlight your relevant experience in QA processes and how you can contribute to improving customer outcomes. We want to see how you fit into our vibrant team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that showcase your judgement skills and ability to analyse data. This will help us understand how you can influence change and support our QA leadership.
Be Authentic:Let your personality shine through in your application. We value diversity and want to know who you are beyond your qualifications. Share your passion for quality assurance and improving customer experiences, as this aligns with our mission at StudySmarter.
Apply Through Our Website:For a smooth application process, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. We’re excited to see what you bring to the table!
How to prepare for a job interview at Capital One UK
✨Know Your QA Processes
Make sure you brush up on your knowledge of Quality Assurance processes, especially scorecards and Scorebuddy. Being able to discuss these in detail will show that you’re not just familiar with the concepts but can apply them effectively.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data analysis to drive insights in previous roles. Think of specific examples where your judgement and decision-making led to improved customer outcomes or operational efficiency.
✨Build Relationships
Since this role involves collaborating with peers and senior stakeholders, be ready to talk about how you've successfully built relationships in past positions. Highlight any experiences where teamwork led to positive changes or outcomes.
✨Demonstrate Your Passion
Express your enthusiasm for Quality Assurance and improving customer experiences. Share any personal projects or initiatives you've undertaken that reflect your commitment to excellence in QA.
