QA Insight Specialist

VELOCITY MOBILE LTD.; Nottingham; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Pension scheme

Bonus

Generous holiday entitlement

Private medical insurance

Season-ticket loans

Cycle to work scheme

Enhanced parental leave

On-site gym

Office restaurant

Mindfulness / music rooms

Job summary

Capital One is seeking a QA Insight Specialist in Nottingham to analyse QA results, present findings and drive improvements across operations. You will engage stakeholders, lead on change initiatives and support quality assurance processes with strong data analysis skills.

Hybrid role with opportunities for development and involvement in diversity networks. The position focuses on delivering fast, accurate QA insights to improve customer and business outcomes.

Qualifications

• Experience or expertise in Quality assurance with in-depth knowledge of QA processes including scorecards and Scorebuddy.
• Strong communications skills, presenting findings clearly both written and verbally.
• Stakeholder management skills to navigate queries and sources of information.
• Ability to review and analyse data to provide insights for improvements and strengths.
• A passion for change and ability to drive new ways of working within the team.

Responsibilities

• Review and analyse QA results to provide actionable insights for the wider business.
• Present findings to the QA department and the wider organisation to drive improvements.
• Be the point of contact for QA appeals and provide feedback for front-line QA.
• Calibrate across lines of business to ensure consistent service delivery.
• Collaborate with the Risk department and senior stakeholders to communicate findings.

Skills

QA data analysis

Stakeholder management

Communication

Attention to detail

Change agent

Excel

Deck writing

Tools

Scorebuddy

Excel

PowerPoint

Job description

We have an opportunity to join the QA department as a QA Insight Specialist. This role will look to create and lead on change through the analysis of QA results. The role will feature regular interactions with stakeholders to present findings and suggest ways of improving QA results, with the aim of improving business practices. There will be lots of development opportunities within the role, and the team will be able to support stakeholder engagement, influencing change, and analytical skills. This role will be fast paced, with a key focus on providing results to the immediate and wider department, striving for a great service to our customers and business.

What you'll do

• Review and analyse Operation's QA results to provide valuable insight to the wider business. Presenting your findings in a compelling way to both the QA department and the wider organisation.
• Be the point of contact for appeals for initial statistical QA; where you will listen and respond to appeals across a range of areas within operations
• Review initial QA scoring to ensure the right outcome was reached and provide feedback to managers on areas of improvement for front line QA
• Hold calibrations for different lines of business to ensure everyone is aligned in the service we deliver to our customers
• Manage and analyse different sources of data and communicate your findings to senior stakeholders both within and outside the Risk department
• Work closely with your peers and team to provide flexibility in supporting the wider QA operation, We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
• REACH - Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• OutFront - to provide LGBTQ+ support for all associates
• Mind Your Mind - signposting support and promoting positive mental wellbeing for all
• Women in Tech - promoting an inclusive environment in tech
• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
  The ability to review and analyse data to provide insights into the business; including both areas of improvement and areas of strength
• Strong computer skills in terms of spreadsheets and deck writing.
• A sharp focus on detail demonstrating the ability to find errors across multiple formats if that is in writing, calls or data sets
• Strong communications skills, being able to present findings in a clear and concise manner both written and verbally
• Stakeholder management skills, being able to navigate the business to find answer to queries and sources of information
• Good judgment and decision-making, being able to demonstrate strong reasoning skills with any analysis
• Experience or expertise in Quality assurance with an in-depth knowledge of QA processes including scorecards and Scorebuddy
• A passion for change in both adapting to new ways of working within the organisation and also looking to create it within the team and wider department

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We'd love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women and ethnic minority candidates.

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

This is a permanent position and will be based in our Nottingham offices. Our flexible, hybrid working model gives you the opportunity to work both remotely and in our offices, which provide great spaces for in-person collaboration. Our core office days are Tuesday to Thursday, but the number of days you actually spend in the office will be led by your team, the work you're doing and your preferences. Many of our associates have flexible working patterns, so we're open to discuss flexible working arrangements with you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.