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 comprehensive benefits.
- Other info: Diverse and inclusive workplace with excellent growth 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 Mansfield employer: Capital One UK
Capital One is an exceptional employer, offering a vibrant work culture in Nottingham that prioritises employee growth and well-being. With a commitment to diversity and inclusion, employees benefit from extensive training programmes, flexible working arrangements, and a range of core benefits including private medical insurance and generous holiday entitlement. The open-plan office features inspiring facilities such as a fully-serviced gym and mindfulness rooms, making it an ideal environment for those passionate about quality assurance and improving customer outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance & Control Technician in Mansfield
✨Tip Number 1
Get to know the company inside out! Research their values, mission, 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 Mansfield
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 forget to emphasise your analytical skills and good judgement. Mention any specific tools or methodologies you’ve used in previous roles, especially if they relate to monitoring and reporting. We love seeing candidates who can bring actionable insights to the table!
Be Authentic:Let your personality shine through in your application. We value diversity and want to know what makes you unique. Share your passion for quality assurance and how it aligns with our mission to transform banking for good.
Apply Through Our Website:For the best chance of success, 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 can’t wait to see what you bring to the team!
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 various teams, be ready to talk about how you've successfully built relationships with peers and senior stakeholders in the past. Highlight any experiences where teamwork led to positive changes.
✨Demonstrate Your Passion
Express your enthusiasm for Quality Assurance and improving customer outcomes. Share any personal projects or initiatives you've undertaken that reflect your commitment to excellence in QA.
