At a Glance
- Tasks: Monitor and evaluate agent interactions to improve 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.
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 Specialist - QA QC in Leicester employer: Capital One UK
Capital One is an exceptional employer, offering a dynamic work environment in Nottingham that fosters innovation and personal growth. With a strong commitment to employee development through comprehensive training programmes and a focus on diversity and inclusion, associates can thrive in their careers while enjoying a range of benefits including flexible working arrangements, generous holiday entitlement, and access to state-of-the-art facilities. Join us to be part of a transformative journey in banking, where your contributions directly impact customer success and organisational excellence.
