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

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 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. Providing assurance and actionable insight through accuracy and proactive identification of

  • Great customer outcomes, process adherence/execution

  • Non process adherence / execution

  • Training and knowledge gaps

  • Error trends and root causes

  • System failures

• 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

  • Support quick win and value add initiatives

• 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 Nottinghamoffices.  

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.

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.