QA Insight Specialist

We have an opportunity to join the QA department as a QA Insight Specialist. This role will look to create and lead on change through the analysis of QA results. The role will feature regular interactions with stakeholders to present findings and suggest ways of improving QA results, with the aim of improving business practices. There will be lots of development opportunities within the role, and the team will be able to support stakeholder engagement, influencing change, and analytical skills.

This role will be fast paced, with a key focus on providing results to the immediate and wider department, striving for a great service to our customers and business.

• Review and analyse Operation's QA results to provide valuable insight to the wider business. Presenting your findings in a compelling way to both the QA department and the wider organisation.
• Be the point of contact for appeals for initial statistical QA; where you will listen and respond to appeals across a range of areas within operations
• Review initial QA scoring to ensure the right outcome was reached and provide feedback to managers on areas of improvement for front line QA
• Hold calibrations for different lines of business to ensure everyone is aligned in the service we deliver to our customers
• Manage and analyse different sources of data and communicate your findings to senior stakeholders both within and outside the Risk department
• Work closely with your peers and team to provide flexibility in supporting the wider QA operation, We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and up Reach 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
• Out Front - 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
  The ability to review and analyse data to provide insights into the business; including both areas of improvement and areas of strength
• Strong computer skills in terms of spreadsheets and deck writing.
• A sharp focus on detail demonstrating the ability to find errors across multiple formats if that is in writing, calls or data sets
• Strong communications skills, being able to present findings in a clear and concise manner both written and verbally
• Stakeholder management skills, being able to navigate the business to find answer to queries and sources of information
• Good judgment and decision-making, being able to demonstrate strong reasoning skills with any analysis
• Experience or expertise in Quality assurance with an in-depth knowledge of QA processes including scorecards and Score buddy
• A passion for change in both adapting to new ways of working within the organisation and also looking to create it within the team and wider department

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We'd love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women and ethnic minority candidates.

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.

This is a permanent position and…