Quality Control Standards Lead

Location: C ardiff Southampton & Manchester

Reporting to: H ead of Operations Quality Control

Closing date: Tuesday 31st March at 5pm.

For more information about the role contact Joe McKenna (Hiring Manager) or Fran Tanti (Talent Acquisition). If you require any further support please message

The Opportunity

The Quality Control Standards Lead will report directly to the Head of Operations QC where they will support QC governance frameworks and controls. This role will require the individual to have the ability to work independently and collaboratively as part of a group.

The Quality Control Standards Lead will also ensure that we operate in accordance with the FCA regulations the banks expectations and Consumer Duty.

Key Accountabilities Include:

• Delivery of the highest standard service adhering to fair customer outcomes ensuring our compliance with internal and external regulation by ensuring internal controls are in place
• Be a point of contact for managing the relationship between QC and COO Operation
• Support the QC Operation Managers in the production analyse and delivery of reports on QC outcomes to stakeholders ensuring transparency accuracy and themes.
• Participate in QC readiness forums
• Work with QC Team Leaders to understand thematics their team finds and suggest where potential process improvements can be made.
• Be a technical expert around Starlings Customer policies and procedures including regulations ensuring own and teams process policy and regulations knowledge levels remain current
• Provide good record keeping and audit trails of all governance framework and control reviews undertaken
• Review quality wide thematics and share findings to enable calibrations on focus areas
• Collaborate closely with QA OT and Operations to ensure the effective delivery on our QC outcomes and consistency with the broader quality teams
• Support with the creation of knowledge checkers
• Review Scorecards frameworks and QC tracking tools in order to maintain effectiveness in QC delivery
• Assessing whether the right processes have been followed in accordance with Confluence documentation policy and regulations.
• Review access for scorecards through entity access periodic reviews
• Create new scorecards (including obtaining approvals coordinating with MI teams and Coaching scorecards)
• Support the alignment on the QC frameworks and T & C Scheme
• Host regular collaboration sessions amongst QC teams for consistency and best practice sharing

Requirements

Behaviours & Competencies:

• A ct as a role model and be an advocate for Starlings culture and values
• Integrity - Always do the right thing for our customers colleagues and Starling
• A positive can-do attitude whilst working in a changeable environment.
• Proactive self motivated and takes ownership whilst keeping things simple
• Demonstrable ability to conduct accurate and effective quality reviews
• Track record of identifying and escalating opportunities for process improvements
• Excellent stakeholder management and feedback delivery skills
• Passion for continuous improvement and driving good outcomes

Benefits

• For more information on our internal recruitment policy please click here .

Starling is an equal opportunity employer and were proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling are considered without regard to race religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry physical or mental disability military or veteran status or any other characteristic protected by applicable law. When you provide us with this information you are doing so at your own consent with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application you agree that Starling will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process where we will process your personal information its purposes for processing your personal information and the rights you can exercise over our use of your personal information.