Head of Quality Assurance and Operational Excellence

2 weeks ago


Nottingham, Nottingham, United Kingdom Capital One Full time

Capital One is seeking a Head of Contact Centre Quality Assurance to lead our quality assurance function, driving continuous improvement and ensuring excellent customer outcomes. This role will be responsible for testing and reporting on quality across all areas of our contact centres.

The ideal candidate will have proven experience in leading quality assurance functions within financial services, providing effective reporting on results, and utilising voice analytics to deliver enhanced operational monitoring. They will be highly motivated, enthusiastic, and able to set the direction and vision for an evolving team.

In this role, you will work with stakeholders across operations, at all levels, to effectively influence change and bring industry experience to continuously review the quality assurance function. You will also be responsible for leading our voice analytics strategy to enhance operational monitoring.

We offer a competitive salary of $120,000 - $180,000 per year, depending on experience, plus benefits including pension scheme, bonus, generous holiday entitlement, and private medical insurance. Our Nottingham office offers a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.



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