Quality Assurance Process Lead

This is an opportunity to join a vibrant and fast-paced team, providing quality assurance and actionable insights to the business. You will be responsible for ensuring the Quality Assurance Process and change is well managed, with appropriately skilled QAs to deliver in line with business needs.

You will manage a team of process managers and be responsible for mapping out business processes, understanding and mitigating business risks, ensuring we have the right controls in place – and then making them better. As a Process Manager, you will work with extended teams across the department, and the wider UK business to manage change and improve some key business processes.

What you’ll do

• Process Management: Manage and evolve the operational Quality Assurance framework to support in the delivery of great outcomes for our customers and business. Set up for new lines of work, designing scorecards, monitoring guidance and job aids, working closely with partners across the business. Ensure that process documentation is relevant and kept up to date, and lead process reviews with 2nd and 3rd line functions. Own the development of the control suite to ensure that our key risks are appropriately managed, and documented actions are taken when appropriate. Constantly develop your personal tool-kit of process improvement techniques, and actively share learnings across the team. Consider new technologies and tools such as AI and automation to redefine the way we QA and set up for the long term. Support projects by partnering with technology and suppliers to ensure processes are efficient and focus on key business objectives.
• Stakeholder management: Understand your process end to end, through the eye of the business, customers and other key stakeholders to identify and deliver opportunities to positively impact performance and assist the organisation to meet its business objectives and goals. Apply management skills such as communications and change leadership to help drive key priorities like technology changes, and continuous improvement. Root cause and thematic analysis to provide actionable insights and recommendations to key stakeholders to improve outcomes and drawing connections across multiple lines of business. Design effective reporting catering for a wide stakeholder audience.
• People Leadership: Leading a team of QA process managers, responsible for performing and validating quality checks as well as setting QAs up for success through effective change management and training. Create an inclusive, high-performance culture, setting clear goals and expectations that align with the strategic objectives. Create a customer-centric culture within the team with a balanced focus on customer outcomes as well as compliance and process adherence. Drive performance management activities including quality reviews, productivity analysis, and timely interventions for underperformance. Support the recruitment, onboarding and training of new associates, ensuring capabilities are built early and reinforced through ongoing learning. Model Quality Assurance excellence, setting a consistent tone for expectations, deliverables, outputs and behaviours through mentoring and coaching QA team members, supporting progress, talent development, framework development and driving strengthened outputs for stakeholders.
• Strategic Alignment: Support and drive the delivery of Department wide initiatives, goals and priorities, contributing to the overall success of Quality Assurance for the business.

What we’re looking for

• Strong in-built analytical mindset which enables you to quickly spot trends and opportunities in raw data.
• Great attention to detail to understand systems and technology, as well as operational processes.
• Preferable: Experience of using LEAN or Six Sigma methodology.
• Knowledge of conduct risk and compliance requirements.
• Ability to work cross-functionally with lots of stakeholders to input into key decisions and deliver tangible business results.
• A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions.
• A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus.
• Ability to cope with issues and process breakdowns outside of your control and work with key stakeholders to remediate these.
• A passion for improving customer outcomes and Quality Assurance excellence.
• An engaged and motivated individual with 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 and QA platforms within a regulated industry.

Capital One is committed to diversity in the workplace.