At a Glance
- Tasks: Monitor agent interactions and provide insights to enhance customer outcomes.
- Company: Join a vibrant team at Capital One, a leader in tech-driven banking.
- Benefits: Enjoy competitive pay, flexible working, and access to wellness facilities.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by improving customer experiences and driving change.
- Qualifications: Strong analytical skills and a passion for quality assurance are essential.
The predicted salary is between 40000 - 50000 € 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.
What you’ll do
- 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.
- 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.
- Calibration: Support the end-to-end cycle of calibrations designed to align on business intent and expectations, inclusive of preparation, documenting post session outcomes and scoring rationales, and maintaining a robust calibration record, along with meaningful participation and contribution within calibration sessions.
- Reporting and Insights: Provision of actionable insights for key stakeholders making recommendations to improve outcomes and drawing connections across multiple lines of business inclusive of: Analysis of results, insights and data from multiple viewpoints; Partnering with key stakeholders to refine and optimise insights; Root cause analysis to identify patterns, blockers, emerging trends and the why beyond the what; Performing post insight impact reviews; Maintaining a record of business impact and continuous improvement.
- Appeals: Support QA Leadership in managing Appeal overflows and Competency appeals.
What we’re looking for
- Ability to build strong relationships with peers and senior stakeholders across other teams which support the QA team, the wider operation and business.
- Be able to quickly learn and maintain a detailed knowledge of agent level processes.
- Ability to prioritise own day to day workload effectively.
- Excellent organisational skills and strong attention to detail with the ability to plan and prioritise effectively through periods of change.
- Ability to review and analyse data to provide insights into the business and make recommendations balancing customer and business requirements.
- Strong communications skills, being able to present findings in a clear and concise manner both written and verbally.
- 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.
- 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 including scorecards and Scorebuddy.
Where and how you'll work
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're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.
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. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café.
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.
QA Insights Specialist - Principal Coordinator in Derby employer: Employer near you
At Capital One, we pride ourselves on fostering a vibrant and inclusive work culture that prioritises collaboration and personal growth. As a QA Insights Specialist in our Nottingham office, you'll benefit from a hybrid working model, access to extensive training programmes, and a range of perks including a fully-serviced gym and subsidised restaurant. We are committed to your career progression and well-being, making us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land QA Insights Specialist - Principal Coordinator in Derby
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through our website. Ask them about their experiences and any tips they might have for landing the QA Insights Specialist role.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of QA processes. Familiarise yourself with common tools and methodologies we use, so you can speak confidently about how you can contribute to improving customer outcomes.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive insights in previous roles. We love candidates who can connect the dots and provide actionable recommendations based on their findings.
✨Tip Number 4
Don’t forget to highlight your soft skills! Building strong relationships is key in this role, so share examples of how you've collaborated with teams or influenced change in past positions. It’s all about that positive mindset!
We think you need these skills to ace QA Insights Specialist - Principal Coordinator in Derby
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the QA Insights Specialist role. Highlight your experience in quality assurance and how it aligns with the responsibilities mentioned in the job description. We want to see how you can bring value to our team!
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, don’t forget to mention any relevant experience you have in analysing data and providing actionable insights. Use specific examples to demonstrate your ability to identify trends and make recommendations.
Communicate Clearly:Your written communication skills are key for this position, so ensure your application is clear and concise. We appreciate well-structured applications that reflect your ability to present findings effectively, just like you would in the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Employer near you
✨Know Your QA Processes
Before the interview, 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 also apply them effectively.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've analysed data to provide actionable insights. Think about how you identified trends or root causes in previous roles and be ready to explain your thought process clearly.
✨Build Relationships
Since this role involves collaborating with various stakeholders, think of ways you've successfully built relationships in the past. Be ready to share examples of how you’ve influenced change or improved outcomes through teamwork.
✨Demonstrate Your Passion for Improvement
Express your enthusiasm for enhancing customer outcomes and quality assurance. Share any initiatives you've led or participated in that aimed at improving processes or customer satisfaction, as this aligns perfectly with what they’re looking for.
