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. Youll perform a key role supporting the business in providing our customers with a good outcome to their interactions.

What youll 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 were looking for

• Someone who understand Capital Ones 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 regulators/industry requirements

• Ability to drive own performance demonstrate initiative and ownership

• Focus on self development and learning

Where and how youll 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.

Were big on collaboration and connection so youll be based in our Nottingham office 3 days a week on Tuesdays Wednesdays and Thursdays

Whats in it for you

• Bring us all this and youll 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

• Openplan workspaces and accessible facilities designed to inspire and support you. Our Nottingham headoffice has a fullyserviced 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 its about what you do not just what you say. Thats 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

If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.