Quality Assurance Specialist

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

Quality Assurance Specialist - Customer Service

About this role

We have an opportunity for a Quality Assurance Senior Coordinator to join our team on a permanent basis. You’ll perform a key role, supporting the business in providing our customers with a good outcome to their interactions.  

What you’ll do

• You will be responsible for completing quality assurance assessments across various work streams (such as Complaints, Fraud, Risk Ops and Customer Service) to monitor adherence to regulatory requirements and business processes/expectations.

• Accurately updating scorecards and internal systems with QA information. 

• Provide feedback to Team Managers in Operations department to support them in managing their teams. Help to drive improvements by providing process owners with actionable insights they can use to drive business improvements/innovations to mitigate future errors and enhance the customer experience

• Report performance and ensure it is accurate and up to date

• Contribute to actionable and balanced reporting e.g. timely & accurate completion of the MBR

• Support Operations Agents with group calibrations.

What we’re looking for

• Someone who understand Capital One’s customers and how our processes impact them

• A team player who is willing to pitch in and learn new skills

• Ability to challenge, and understand others’ points of view

• Excellent organisational skills and attention to detail

• Knowledge of regulator’s/industry requirements 

• Ability to drive own performance, demonstrate initiative and ownership

• Focus on self development and learning

Where and how you'll work

This is a permanent role based in our Nottingham offices.  

We have a hybrid working model which gives you flexibility to work from our offices and from home. 

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week 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, generous holiday entitlement and private medical insurance – with flexible benefits available including, 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.