QA Insights Specialist – Principal Coordinator
About this role
This is an opportunity to join a vibrant and fast‑paced team, providing quality assurance, actionable insights and reporting to the business. You will monitor agent interactions, provide actionable insights and influence change to improve customer outcomes.
Responsibilities
- Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and operational lines of business, focusing on complex, mid‑to‑high‑risk workstreams.
- Providing assurance and actionable insight through accuracy and proactive identification of error trends, root‑causes and system failures.
- Conducting reperformance verification of QA monitoring to ensure alignment with QA standards and methodology.
- Supporting the end‑to‑end cycle of calibrations, preparing documentation, scoring rationales and maintaining a robust calibration record.
- Provision of actionable insights for key stakeholders, making recommendations to improve outcomes and drawing connections across multiple lines of business.
- Performing post‑insight impact reviews and maintaining a record of business impact and continuous improvement.
- Supporting quick‑win and value‑add initiatives and managing QA leadership appeal processes.
Qualifications
- Ability to build strong relationships with peers and senior stakeholders across other teams.
- Quick learning of detailed agent‑level processes and ability to maintain that knowledge.
- Strong organisational skills, with the ability to plan, prioritise and manage workload through periods of change.
- Excellent attention to detail, analytical thinking and root‑cause analysis to provide insights and recommendations.
- Strong communication skills – able to present findings clearly and concisely, both written and verbal.
- Good judgment, decision‑making and reasoning skills.
- Passion for improving customer outcomes and quality assurance excellence.
- Positive mindset contributing to the culture and values of the organisation.
- Experience or expertise in QA processes, including scorecards and Scorebuddy (preferable).
Workplace & Benefits
The role is permanent, based in our Nottingham office with a hybrid working model. The hybrid arrangement includes flexibility to work from home when required and encourages office presence on Tuesdays, Wednesdays and Thursdays.
Benefits include a pension scheme, bonus, generous holiday entitlement, private medical insurance, flexible benefits such as season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave. The head‑office offers open‑plan spaces, a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms.
Equal Opportunity
Capital One is an equal‑opportunity employer and committed to building a diverse, inclusive workforce. All qualified applicants receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected category.
