Quality Assurance Process Manager; Associate

Our Mission
We’re on a mission to be a force for good in lending. Throughout our almost 30-year history, we’ve consistently been recognised as a great place to work; in 2026, Capital One was officially ranked 9th in the UK’s Best Workplaces™ list.
Hear from our team about what it’s like working at Capital One UK.

About the role

This is an opportunity to join a vibrant, fast-paced team, assisting with quality assurance and supporting actionable insights across the business. You will support the Quality Assurance process and change initiatives, helping to maintain standards and mitigate risk. In this role, you will work closely with senior team members, contributing to quality monitoring while developing your QA and coaching skills.

What you'll do

• Monitoring & Validation:
  Assist in monitoring standard and higher-complexity work streams across multiple channels, conducting reperformance testing and checking outcomes against accuracy and regulatory guidelines.
• Process & Change Support:
  Help maintain and apply frontline QA methodologies and process frameworks. Support the implementation of operational changes by following established controls and collaborating across teams.
• Stakeholder Support & Insights:
  Support calibration sessions, help conduct root-cause analysis, and gather baseline insights to assist operational leaders in improving quality standards.
• Coaching & Onboarding:
  Support onboarding for new hires by sharing guidelines and best practices. Provide peer support and peer coaching to help maintain team performance.
• Governance & Performance:
  Help track deliverables and SLAs, update QA monitoring logs, and assist in resolving minor process issues using standard problem-solving steps.

The skills and experience you need

• QA & Regulatory Understanding:
  Baseline experience in Quality Assurance with a foundational understanding of QA frameworks, monitoring platforms, and risk awareness in a regulated environment.
• Data Analysis & Problem Solving:
  Good analytical skills to review performance data, assist with root-cause analysis, and suggest practical fixes.
• Communication & Calibration:
  Ability to build good working relationships, present clear updates, and participate constructively in calibration meetings.
• Coaching & Peer Support:
  Demonstrated willingness to assist peers, support onboarding of new colleagues, and share best practices across the team.
• Organisation & Process Awareness:
  Strong organisational and time-management skills, combined with a solid grasp of process controls and quality guidelines.

Where and how you'll work

This is a permanent position based in our Nottingham office.

We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.

Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.

In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future:
  Competitive pension and performance-based bonus schemes
• Holidays:
  Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.
• Health:
  Access premium care through our…