Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire Quality Assurance Process Manager (Associate) About this role
This is an opportunity to join a vibrant and fast paced team, providing quality assurance and actionable insights to the business. You will be responsible for ensuring the Quality Assurance Process and change is well managed, with appropriately skilled QA’s to deliver in line with business needs.
This is an individual contributor role, but, working collaboratively with the QA Leadership team, you will help mitigate risk, nurture talent, support skills development and drive high team performance, outputs and business objectives through coaching and mentorship
What you’ll do
* Monitoring: Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, high risk workstreams, requiring strong judgement skills providing assurance and actionable insight through accuracy and proactive identification of
* Great customer outcomes, process adherence/execution

* Non process adherence / execution

* Training and knowledge gaps

* Process gaps

* Error trends and root causes

* System failures


* Validation (2nd and 3rd Line of defence monitoring): Conduct reperformance of QA monitoring across multiple workstreams, ensuring consistent and correct outcomes aligned to QA standards and methodology, providing effective feedback and reporting on findings to QA Leadership and supporting with coaching and upskilling QA team members

* Process Management: Build and maintain knowledge of how our processes operate on the frontline, inclusive of set up and maintenance of key documentation for BAU, QA methodology and framework and control governance, alongside driving consistent and correct application of methodology, mitigating identified risks, gaps and exposure as part of ensuring appropriate governance and control with the QA framework

* Stakeholder management: Be the point of contact for multiple Operational areas and internal stakeholders, working collaboratively to understand QA output and support continuous improvement inclusive of
* Leading impactful calibration sessions to Operational and cross functional stakeholders, ensuring a balanced view is discussed to reach the right and calibrated outcome

* Root cause and thematic analysis to provide actionable insights and recommendations to key stakeholders to improve outcomes and drawing connections across multiple lines of business

* Deliver effective reporting catering for a wide stakeholder audience


As part of supporting the success of the Quality Assurance framework and team excellence, you will also contribute to the following:
* Performance Management: Monitor QA department output, ensuring deliverables, SLAs and key performance metrics are met, highlighting gaps, findings, recognising excellence and influencing continuous improvement through effective reporting and communication

* Coaching and Mentoring: Model Quality Assurance excellence, setting a consistent tone for expectations, deliverables, outputs and behaviours through mentoring and coaching QA team members, supporting progress, talent development, framework development and driving strengthened outputs for Stakeholders

* Onboarding: Design and lead the induction process for new QA hires, ensuring they hit the ground running, empowered, enabled and with a deep understanding of our quality framework, along with leading upskilling to meet department needs

* Governance:
* Assess the detailed impacts of change initiatives to ensure all changes are well managed and QA is set up for success.

* Use problem solving techniques to resolve process breakdowns, including in the management of issues and events impacting the risks of the QA process

* Support well managed activities such as control testing

* Be responsible for ensuring appropriate governance is in place to report on business results through Line Of Business meetings

* Provide administrative support for the management of the QA monitoring platform


* Reporting and projects: Deliver appropriate reporting for your role along with supporting with adhoc reporting and QA projects

What we’re looking for
* A self starter, with the ability to demonstrate initiative, ownership and work autonomously in driving your own performance

* Ability to build strong relationships with peers and senior stakeholders across other teams which support the QA team, the wider operation and business

* Be able to quickly learn and maintain a detailed knowledge of agent level processes

* Knowledge of conduct risk and compliance requirements

* Excellent organisational skills and strong attention to detail with the ability to plan and prioritise effectively through periods of change

* The ability to review and analyse data to provide insights into the business and make recommendations balancing customer and business requirements

* Strong communications skills, being able to present findings in a clear and concise manner both written and verbally

* Good judgment and decision-making, being able to demonstrate strong reasoning skills with any analysis

* A passion for improving customer outcomes and Quality Assurance excellence

* An engaged and motivated individual with a positive mindset, contributing to the culture and values that are important to Capital One

* Preferable: Experience or expertise in Quality Assurance with an in-depth knowledge of QA processes and QA platforms within a regulated industry

Where and how you’ll work
This is a permanent position and is based in our Nottingham offices.
Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.
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