Quality Insights

6 months ago


Southampton, United Kingdom Starling Bank Full time

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 2,500 people across our London, Southampton, Cardiff and Manchester offices.
As our quality assurance and outcome testing teams grow and put more focus on the impact of quality on our customers under Consumer Duty, we are looking for a dedicated insights and planning specialist to lead the way in helping our audience understand qualitatively what the themes and trends that are being reported mean and how to address them. As a bank, these insights and actions are critical in helping customers achieve better outcomes and managing risks in the bank.
This role will close on Tuesday 29th August.

**Responsibilities**:

- Use the knowledge and understanding you gain from working closely with Quality Assurance and Outcome Testing teams to support the Senior Manager and Team Leads in explaining the trends and themes being reported by the Root Cause Analysis team
- Seek additional qualitative insight to complement the data, and communicate these clearly and succinctly
- Draw out the key risks to the bank and customers evident in RCA reports; help the RCA team understand the risks QA and OT are measuring so that they can report clearly
- Support the Quality Managers in understanding QA & OT delivery across the teams
- Support the Standards Manager in reviewing overall sampling strategies and plans
- Provide ongoing feedback to QA & OT teams on capturing better insight at source, and work with the Standards Manager to improve consistency through clear standards and guidelines
- Own the templates, tools and trackers used to deliver quality assurance tests, and track actions - including scorecards, checklists and remediation

**Requirements**:

- An understanding of, and preferably previous experience with, quality assurance or outcomes testing approaches
- Experience explaining (in writing and verbally) the themes and trends being reported by Quality Assurance, working with RCA and data teams
- Ability to summarise qualitative insight into themes that are succinct and still meaningful
- An understanding of risks and customer outcomes in financial services
- Confident following up on improvement opportunities and remediation actions with Operations and policy teams
- Comfort with Google Sheets or other data tools that can use spreadsheet input
- Willingness to self organise and prioritise

**Benefits**:

- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing


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