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Quality Assurance Supervisor

4 months ago

Nottingham, United Kingdom Capital One (Europe) plc Full time

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireHead of Contact Centre Quality Assurance About this role
We’re always looking to help customers succeed with credit. We’ve got a well established Quality Assurance team running internal monitoring programmes who provide a range of point in time interaction testing and insights to support the management of customer facing contact centre teams. We’re looking to recruit a Head of Contact Centre Quality Assurance to have responsibility for this team; we want someone who will come and evolve our approach to agent quality assurance and supplier monitoring for our contact centres, utilising different approaches to testing to make it even more effective for us to drive continuous improvement. This role will be responsible for testing and reporting to the operational leadership on quality across all areas of our contact centres.
Provide assurance to the UK Operations Leadership team that the Contact Centre is delivering in line with intent and providing good outcomes to customers, whilst identifying potential areas of concern and holding the Operation to account on remediating them
Bring industry experience to continuously review the Quality Assurance function to ensure it delivers effective assurance
Be an inspirational people leader to the Quality Assurance team, investing in and developing them
Proven experience in a leading Quality Assurance function within Financial Services and providing effective reporting on the results
Deep understanding of the regulatory environment in which we operate and be able to highlight areas where the business could be exposed either now or in the future
Experience of utilising voice analytics to deliver enhanced operational monitoring, preferably with Amazon Connect Contact Lens
You’ll be highly motivated and enthusiastic and able to set the direction and vision for an evolving team - with the change management experience to deliver on that agenda at pace
A natural problem solver and can show integrative thinking to be able to analyse insights from a range of different sources in order to identify key themes, size risks and effectively report on those
Good judgement skills - using your business judgement to understand the broader risk profile of the Operation
This is a permanent position based in our Nottingham offices.
We’re big on collaboration and connection, so you’ll be based in our Nottingham or London office 3 days a week on Tuesdays, Wednesdays and Thursdays.
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.
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 – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café
Building diverse and inclusive teams is the right thing to do and the smart thing to do. 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
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
Capital One is committed to diversity in the workplace. Capital One Financial is made up of several different entities. 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 believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. 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.
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