Head of Contact Centre Quality Assurance

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Head of Contact Centre Quality Assurance

About this role

We’re always looking to help customers succeed with credit. We’ve got a well established Quality Assurance team running internal monitoring programmes who provide a range of point in time interaction testing and insights to support the management of customer facing contact centre teams. However we never want to stand still, and we know this area of the business is important to ensure our customers get the right outcomes. We’re looking to recruit a Head of Contact Centre Quality Assurance to have responsibility for this team; we want someone who will come and evolve our approach to agent quality assurance and supplier monitoring for our contact centres, utilising different approaches to testing to make it even more effective for us to drive continuous improvement. This role will be responsible for testing and reporting to the operational leadership on quality across all areas of our contact centres. 

What you’ll do

• Provide assurance to the UK Operations Leadership team that the Contact Centre is delivering in line with intent and providing good outcomes to customers, whilst identifying potential areas of concern and holding the Operation to account on remediating them

• Work with stakeholders across Operations, at all levels, to effectively influence change

• Bring industry experience to continuously review the Quality Assurance function to ensure it delivers effective assurance 

• Be a strong partner with Operational Leadership to enable continuous improvement 

• Be an inspirational people leader to the Quality Assurance team, investing in and developing them

• Lead our voice analytics strategy to enhance operational monitoring 

What we’re looking for

• Proven experience in a leading Quality Assurance function within Financial Services and providing effective reporting on the results

• Deep understanding of the regulatory environment in which we operate and be able to highlight areas where the business could be exposed either now or in the future

• Experience of utilising voice analytics to deliver enhanced operational monitoring, preferably with Amazon Connect Contact Lens 

• You’ll be highly motivated and enthusiastic and able to set the direction and vision for an evolving team - with the change management experience to deliver on that agenda at pace

• A natural problem solver and can show integrative thinking to be able to analyse insights from a range of different sources in order to identify key themes, size risks and effectively report on those

• Good judgement skills - using your business judgement to understand the broader risk profile of the Operation

• You’ll be an inclusive and empowering leader, who has experience of investing in and developing a team

• Action-oriented and motivated by delivering results that have a real impact on the customer experience      

Where and how you'll work

This is a permanent position based in our Nottingham offices.  

We’re big on collaboration and connection, so you’ll be based in our Nottingham or London office 3 days a week on Tuesdays, Wednesdays and Thursdays.

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. 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.

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.