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 extensive training opportunities.
- Other info: Diverse and inclusive workplace with excellent career progression.
- Why this job: Make a real impact on quality assurance and customer satisfaction.
- 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 Technician - QA / QC 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, all while contributing to meaningful change in the banking sector.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Technician - QA / QC in Loughborough
✨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 Technician - QA / QC in Loughborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality 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 Skills:Since this role involves providing actionable insights, don’t forget to mention any past experiences where you've analysed data or influenced change. We love seeing examples of how you've improved customer outcomes in previous roles!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity and want to quickly understand what you bring to the table.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
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
Highlight your ability to build strong relationships with peers and senior stakeholders. Be ready to share examples of how you’ve collaborated across teams to support quality assurance initiatives and influence positive change.
✨Demonstrate Your Passion
Express your enthusiasm for improving customer outcomes and your commitment to Quality Assurance excellence. Share any personal experiences or projects that reflect this passion, as it will resonate well with the interviewers.
