At a Glance
- Tasks: Monitor and evaluate agent interactions to enhance customer outcomes and provide actionable insights.
- Company: Join Capital One, a leading tech company transforming banking with innovation and collaboration.
- Benefits: Enjoy competitive salary, flexible working, generous holiday, and access to wellness facilities.
- Other info: Diverse and inclusive workplace with excellent career progression opportunities.
- Why this job: Make a real impact on customer experiences while developing your skills in a dynamic environment.
- Qualifications: Strong analytical skills, attention to detail, and a passion for quality assurance.
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.
What you’ll do
- 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.
- Providing assurance and actionable insight through accuracy and proactive identification of:
- Great customer outcomes
- Process adherence/execution
- Non process adherence / execution
- Training and knowledge gaps
- Error trends and root causes
- System failures
- 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.
- Calibration: Support the end-to-end cycle of calibrations designed to align on business intent and expectations, inclusive of preparation, documenting post session outcomes and scoring rationales, and maintaining a robust calibration record, along with meaningful participation and contribution within calibration sessions.
- Reporting and Insights: Provision of actionable insights for key stakeholders making recommendations to improve outcomes and drawing connections across multiple lines of business inclusive of:
- Analysis of results, insights and data from multiple viewpoints
- Partnering with key stakeholders to refine and optimise insights
- Root cause analysis to identify patterns, blockers, emerging trends and the “why” beyond the “what”
- Performing post insight impact reviews
- Maintaining a record of business impact and continuous improvement
- Support quick win and value add initiatives
- Appeals: Support QA Leadership in managing Appeal overflows and Competency appeals.
What we’re looking for
- Ability to build strong relationships with peers and senior stakeholders across other teams which support the QA team, the wider operation and business.
- Be able to quickly learn and maintain a detailed knowledge of agent level processes.
- Ability to prioritise own day to day workload effectively.
- Excellent organisational skills and strong attention to detail with the ability to plan and prioritise effectively through periods of change.
- Ability to review and analyse data to provide insights into the business and make recommendations balancing customer and business requirements.
- Strong communications skills, being able to present findings in a clear and concise manner both written and verbally.
- 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.
- A positive mindset, contributing to the culture and values that are important to Capital One.
- Preferable: Experience or expertise in Quality Assurance with an in-depth knowledge of QA processes including scorecards and Scorebuddy.
Where and how you'll work
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're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.
What’s in it for you
Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation. 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. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. 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. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
- REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies.
- OutFront – to provide LGBTQ+ support for all associates.
- Mind Your Mind – signposting support and promoting positive mental wellbeing for all.
- Women in Tech – promoting an inclusive environment in tech.
- EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry.
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Locations
Quality Assurance Specialist in Lincoln, Lincolnshire employer: Capital One UK
At Capital One, we pride ourselves on fostering a vibrant and inclusive work culture that prioritises collaboration and personal growth. As a Quality Assurance Specialist in our Nottingham office, you'll benefit from a hybrid working model, access to extensive training programmes, and a range of core benefits including a pension scheme and private medical insurance. Our commitment to diversity and employee well-being is reflected in our open-plan workspaces, fully-serviced gym, and various support networks, making it an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Specialist in Lincoln, Lincolnshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capital One UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capital One UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Assurance Specialist in Lincoln, Lincolnshire
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capital One UK:Your cover letter is your chance to shine! Tell us why you want to work at Capital One UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capital One UK!
How to prepare for a job interview at Capital One UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
