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

Quality Assurance Process Manager (Associate)

About this role

This is an opportunity to join a vibrant and fast paced team, providing quality assurance and actionable insights to the business. You will be responsible for ensuring the Quality Assurance Process and change is well managed, with appropriately skilled QA’s to deliver in line with business needs. 

This is an individual contributor role, but, working collaboratively with the QA Leadership team, you will help mitigate risk, nurture talent, support skills development and drive high team performance, outputs and business objectives through coaching and mentorship

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, high risk workstreams, requiring strong 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

  • Process gaps

  • Error trends and root causes

  • System failures

• Validation (2nd and 3rd Line of defence monitoring): Conduct reperformance of QA monitoring across multiple workstreams, 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 and upskilling QA team members

• Process Management: Build and maintain knowledge of how our processes operate on the frontline, inclusive of set up and maintenance of key documentation for BAU, QA methodology and framework and control governance, alongside driving consistent and correct application of methodology, mitigating identified risks, gaps and exposure as part of ensuring appropriate governance and control with the QA framework

• Stakeholder management: Be the point of contact for multiple Operational areas and internal stakeholders, working collaboratively to understand QA output and support continuous improvement inclusive of

  • Leading impactful calibration sessions to Operational and cross functional stakeholders, ensuring a balanced view is discussed to reach the right and calibrated outcome

  • Root cause and thematic analysis to provide actionable insights and recommendations to key stakeholders to improve outcomes and drawing connections across multiple lines of business

  • Deliver effective reporting catering for a wide stakeholder audience

As part of supporting the success of the Quality Assurance framework and team excellence, you will also contribute to the following:

• Performance Management: Monitor QA department output, ensuring deliverables, SLAs and key performance metrics are met, highlighting gaps, findings, recognising excellence and influencing continuous improvement through effective reporting and communication 

• Coaching and Mentoring: Model Quality Assurance excellence, setting a consistent tone for expectations, deliverables, outputs and behaviours through mentoring and coaching QA team members, supporting progress, talent development, framework development and driving strengthened outputs for Stakeholders

• Onboarding: Design and lead the induction process for new QA hires, ensuring they hit the ground running, empowered, enabled and with a deep understanding of our quality framework, along with leading upskilling to meet department needs

• Governance:

  • Assess the detailed impacts of change initiatives to ensure all changes are well managed and QA is set up for success. 

  • Use problem solving techniques to resolve process breakdowns, including in the management of issues and events impacting the risks of the QA process

  • Support well managed activities such as control testing

  • Be responsible for ensuring appropriate governance is in place to report on business results through Line Of Business meetings

  • Provide administrative support for the management of the QA monitoring platform 

• Reporting and projects: Deliver appropriate reporting for your role along with supporting with adhoc reporting and QA projects 

What we’re looking for 

• A self starter, with the ability to demonstrate initiative, ownership and work autonomously in driving your own performance

• 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 

• Knowledge of conduct risk and compliance requirements

• Excellent organisational skills and strong attention to detail with the ability to plan and prioritise effectively through periods of change

• The 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

• An engaged and motivated individual with 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 and QA platforms within a regulated industry

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.