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Quality Assurance Manager
2 months ago
Capital One, a leading financial services company, is seeking a seasoned Quality Assurance professional to lead our Contact Centre Quality Assurance team. As Head of Contact Centre Quality Assurance, you will be responsible for evolving our approach to agent quality assurance and supplier monitoring, leveraging different testing methods to drive continuous improvement.
Key Responsibilities:
- Provide assurance to the UK Operations Leadership team that the Contact Centre is delivering quality outcomes to customers, identifying potential areas of concern, and holding the Operation to account for remediation.
- Bring industry expertise to continuously review the Quality Assurance function, ensuring it delivers effective assurance.
- Lead and develop the Quality Assurance team, fostering a culture of excellence and continuous improvement.
Requirements:
- Proven experience in a leading Quality Assurance function within Financial Services, with effective reporting on results.
- Deep understanding of the regulatory environment and ability to highlight areas of exposure.
- Experience with voice analytics and operational monitoring, preferably with Amazon Connect Contact Lens.
- Highly motivated and enthusiastic leader, able to set direction and vision for an evolving team.
- Natural problem solver with integrative thinking, able to analyse insights from various sources.
What We Offer:
- A competitive salary and benefits package, including pension scheme, bonus, and private medical insurance.
- Opportunities for career growth and development through our Capital One University training programmes.
- A dynamic and collaborative work environment, with open-plan workspaces and accessible facilities.
