Quality Assurance Specialist

4 weeks ago


Southampton, Southampton, United Kingdom Starling Bank Full time
About the Role

We're seeking a skilled Quality Assurance Analyst to join our team at Starling Bank. As a key member of our Quality Assurance Team, you'll play a pivotal role in ensuring the quality of our interactions with customers, particularly in areas such as Retail Card Disputes, Fraud Card Disputes, and Payment Operations.

Responsibilities
  • Assess the quality of our customer interactions, including phone, email, and in-app chat, to identify areas for improvement.
  • Investigate customer outcomes and identify trends and themes in quality and customer satisfaction.
  • Collaborate with cross-functional teams to develop and implement quality improvement initiatives.
  • Support the development of sampling plans to address areas of risk and improve customer outcomes.
  • Provide input to managers on QA approaches and procedures to ensure continuous improvement.
Requirements
  • Proven experience in application fraud or fraud prevention.
  • Excellent communication and interpersonal skills, with the ability to work with colleagues at all levels.
  • Understanding of regulation, conduct risk, and reputational risk within financial services.
  • Self-motivated and able to work independently, with a strong attention to detail.
What We Offer
  • A competitive salary and benefits package, including 25 days' holiday, birthday leave, and annual leave increases with length of service.
  • Opportunities for professional development and growth within the company.
  • A dynamic and inclusive work environment, with a focus on diversity and inclusion.
  • Access to a range of employee benefits, including private medical insurance, life insurance, and a company pension scheme.


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