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For Companies At a Glance
- Tasks: Monitor and evaluate agent performance to enhance customer satisfaction.
- Company: Join Capital One, a leading tech-driven bank focused on customer success.
- Benefits: Enjoy hybrid working, generous holiday, private medical insurance, and career development opportunities.
- Why this job: Be part of a dynamic team driving positive change in banking with a focus on inclusivity.
- Qualifications: Strong analytical skills, attention to detail, and a passion for customer service are essential.
- Other info: This is a 6-month secondment role based in Nottingham with flexible working options.
The predicted salary is between 30000 - 42000 £ per year.
Quality Assurance Analyst – 6 month secondment
Quality Assurance Analyst – 6 month secondment
3 days ago Be among the first 25 applicants
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Quality Assurance Analyst – 6 month secondment
About This Role
We have an opportunity for a Quality Assurance Analyst to join our team on a 6 month secondment basis. You’ll perform a key role, supporting and providing assurance to the business in providing our customers with a good outcome to their interactions.
What you’ll do
- You will be responsible for monitoring, evaluating and reporting on agent performance across multiple communication channels (Voice, Email, Messaging, Chat) to drive continuous improvement, support training needs, mitigate risk and enhance customer satisfaction across multiple Operational lines of business (Such as Customer relations, Complaints, Fraud, Risk Operations) as a key demonstrable monitoring function for process adherence and business expectations
- Timely and accurate evaluation of customer interactions against defined criteria
- Accurate reporting across multi channel platforms and internal systems recording Quality outcomes and findings
- Provide actionable feedback to customer facing associates and Team Managers in the Operations department to support them in managing their teams and driving continuous improvement
- Root cause analysis of quality failures and trends
- Identify process and training gaps, providing actionable insights which can be used to help drive business improvements/innovations and mitigate future errors, while driving good customer outcomes
- Report performance and findings accurately, clearly and in an easily digestible format for a wide audience through commentary
- Contribute to actionable, balanced reporting and insights on trends and findings
- Attend and engage meaningfully in calibrations held with Vendors, Operational and cross functional stakeholders
- Work within a team as an engaged and motivated individual with a drive to contributing toward a positive and inclusive environment
What we’re looking for
- A good understanding of being a part of a support function within a business with a focus on stakeholders
- Results and impact driven team player who is willing to pitch in and learn new skills
- Excellent analytical and organisational skills
- Strong written, and verbal communication skills
- Ability to handle sensitive data confidentially and ethically
- Attention to detail and a methodical approach to evaluating interactions and providing assurance to the business
- Strong interpersonal skills and confidence providing feedback to a wide audience with the ability to challenge, and understand others’ points of view
- Knowledge of FCA regulations including Treating customers fairly (TCF), Conduct risk, and vulnerable customer support or transferable skills from working within a regulated industry
- A self starter with the ability to work independently, drive your own performance and demonstrate initiative and ownership and manage competing priorities in a fast-paced environment
- An engaged, motivated and positive individual who contributes to a high performing, but fun and inclusive environment
- Bias to action with a focus on self development and learning
- An understanding of Capital One’s customers and how our processes impact them
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.
Where and how you\’ll work
This is a 6 month fixed term secondment position based in our Nottingham office.
We have a hybrid working model, so you’ll be based in our office 3 days a week on Tuesdays, Wednesdays and Thursdays, and can work from home on Monday and Friday.
Many of our associates have flexible working arrangements, and we\’re open to talking about an arrangement that works for you.
What’s in it for you
- Bring us all this – and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
- 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
What You Should Know About How We Recruit
We pride ourselves on hiring the best people, not the same people. 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 know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
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
- OutFront – to provide LGBTQ+ support for all associates
- Mind Your Mind – signposting support and promoting positive mental wellbeing for all
- 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.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One\’s recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we\’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Seniority level
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Employment type
Full-time
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Job function
Quality Assurance
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Quality Assurance Analyst - 6 month secondment employer: Capital One
Contact Detail:
Capital One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Analyst - 6 month secondment
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to a Quality Assurance Analyst role. Understanding what metrics are used to evaluate agent performance will help you speak confidently about how you can contribute to continuous improvement during interviews.
✨Tip Number 2
Brush up on your analytical skills by practising root cause analysis scenarios. Being able to demonstrate your ability to identify trends and suggest actionable insights will set you apart from other candidates.
✨Tip Number 3
Engage with current employees or alumni from the company on platforms like LinkedIn. This can provide you with insider knowledge about the company culture and expectations, which you can leverage in your discussions during the interview process.
✨Tip Number 4
Prepare to discuss your experience with stakeholder management. Since this role involves working closely with various teams, showcasing your interpersonal skills and ability to provide constructive feedback will be crucial in making a positive impression.
We think you need these skills to ace Quality Assurance Analyst - 6 month secondment
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Quality Assurance Analyst role. Focus on your analytical abilities, attention to detail, and any experience in monitoring or evaluating performance.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your previous experiences have prepared you for this position, particularly in providing actionable feedback and driving continuous improvement.
Highlight Relevant Skills: Emphasise your strong written and verbal communication skills, as well as your ability to handle sensitive data. Mention any knowledge of FCA regulations or experience in a regulated industry, as these are key aspects of the job.
Showcase Your Team Spirit: Since the role requires working within a team, illustrate your ability to collaborate and contribute positively to a team environment. Share examples of how you've worked effectively with others to achieve common goals.
How to prepare for a job interview at Capital One
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Quality Assurance Analyst. Familiarise yourself with monitoring and evaluating agent performance across various communication channels, as well as the importance of providing actionable feedback.
✨Showcase Analytical Skills
Be prepared to discuss your analytical skills during the interview. Highlight any previous experience you have with root cause analysis and how you've identified process gaps in past roles. This will demonstrate your ability to drive continuous improvement.
✨Communicate Clearly
Strong written and verbal communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex topics like FCA regulations or customer interaction evaluations.
✨Emphasise Teamwork
As a Quality Assurance Analyst, you'll be working closely with various teams. Share examples of how you've successfully collaborated with others in the past, and express your enthusiasm for contributing to a positive and inclusive work environment.
