QA Insights Specialist - Principal Coordinator

Job Location and Title

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire. QA Insights Specialist - Principal Coordinator

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.

• 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 work streams, 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, including:
  • 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
  • Supporting quick win and value add initiatives
• Appeals: support QA Leadership in managing Appeal overflows and Competency appeals.

• 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 communication skills, being able to present findings in a clear and concise manner both written and verbally
• Good judgement 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 Score buddy

This is a permanent position and is based in our Nottingham offices.

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.

• 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 –…