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 extensive training opportunities.
- Other info: Diverse and inclusive workplace with excellent career progression.
- 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.
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.
- 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.
Quality and Training Technician in Loughborough 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, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Quality and Training Technician in Loughborough
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through our website. Ask them about their experiences and any tips they might have for landing the Quality and Training Technician role.
✨Tip Number 2
Prepare for the interview by brushing up on your QA knowledge. Familiarise yourself with scorecards and Scorebuddy, and think of examples where you've influenced change or improved customer outcomes in previous roles.
✨Tip Number 3
Show your passion for quality assurance during the interview. Share specific instances where you’ve used data analysis to drive insights and recommendations. This will demonstrate your commitment to improving customer outcomes.
✨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 genuinely interested in joining our vibrant team at Nottingham.
We think you need these skills to ace Quality and Training Technician in Loughborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality and Training Technician role. Highlight your experience in quality assurance and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Insights:In your application, don’t just list your skills; demonstrate how you've used them to provide actionable insights in previous roles. We love candidates who can analyse data and make recommendations that improve customer outcomes.
Be Authentic:Let your personality shine through in your written application. We’re looking for someone who is passionate about quality assurance and improving customer experiences. Share your story and what drives you to apply for this position!
Apply Through Our Website:For the best chance of success, make sure to submit your application through our official website. This way, we can easily track your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
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 your experience in building strong working relationships. Share examples of how you’ve influenced change or provided feedback that led to positive outcomes.
✨Demonstrate Your Passion
Express your enthusiasm for improving customer outcomes and Quality Assurance excellence. Share any personal projects or initiatives you've undertaken that align with this passion, as it will resonate well with the interviewers.
