Quality Assurance Team Lead - Secondment

Starling Bank; Manchester; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking bank as a Quality Assurance Team Lead! In this dynamic role, you'll guide a passionate team to deliver top-notch quality assurance, drive continuous improvement, and champion customer outcomes. With a focus on collaboration and communication, you'll play a pivotal role in shaping quality management policies and enhancing customer satisfaction. This established industry player offers a supportive environment where your contributions will directly impact the bank's success and its customers. If you are ready to take on a leadership role in a transformative banking environment, this opportunity is for you!

Benefits

25 days holiday

Extra day for birthday

Annual leave increase with service

16 hours paid volunteering time

Company enhanced pension scheme

Life insurance at 4x salary

Private Medical Insurance

Generous family-friendly policies

Incentives refer a friend scheme

Perkbox membership

Qualifications

• Experience in Quality Assurance or similar role is essential.
• Ability to lead and coach a team is desirable.

Responsibilities

• Lead a quality assurance team and ensure quality delivery.
• Prepare reports on quality results and trends.

Skills

Quality Assurance

Team Leadership

Communication Skills

Continuous Improvement

Regulatory Knowledge

Job description

Quality Assurance Team Lead - Secondment

Hello, we're Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We employ more than 2,500 people across our London, Southampton, Cardiff and Manchester offices.

Applications for this role will close on 31st January 2025, 12pm.

Responsibilities

• Lead a quality assurance team in the day to day delivery of quality assurance in a specific field.
• Create weekly operating plans for the Quality Assurance team in line with quarterly / monthly strategies, and monitor progress against them.
• Support the Quality Assurance team by removing blockers to their day to day work and being an initial point of escalation for issues and queries.
• Champion a focus on customer outcomes over following process steps.
• Ensure the Quality Assurance team takes a fair, objective and representative sample in line with Quality management policies.
• Manage the development of agents and balance of skills in QA. Provide oversight of the team's work and arrange coaching and training for QA Analysts.
• Prepare reports on quality results, trends and themes.
• Monitor feedback loops to promote root cause improvement and remediation, in line with policy.
• Support the review and enhancement of quality management policies and sampling strategies, as required.

Requirements

• Experience within a Quality Assurance, Outcomes Testing, Collections, Financial assistance or similar role, is essential.
• Experience leading or coaching a team is desirable.
• Experience reporting on quality trends or customer outcomes is beneficial.
• Proven ability to communicate with colleagues across different levels including senior managers, both verbally and in writing.
• Ability to see the bigger picture, applying judgement on the impact of what we see in our reviews on the bank and on our customers, even where it may be compliant with our current policies and processes.
• Comfortable providing constructive challenge to policy and process owners, who may be senior managers in the bank.
• A desire to drive continuous improvement and put things right for customers.
• Understand the role of regulation, conduct risk and reputational risk, within financial services.

Benefits

• 25 days holiday (plus take your public holiday allowance whenever works best for you).
• An extra day's holiday for your birthday.
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off.
• 16 hours paid volunteering time a year.
• Salary sacrifice, company enhanced pension scheme.
• Life insurance at 4x your salary & group income protection.
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr & Mrs Smith and Peloton.
• Generous family-friendly policies.
• Incentives refer a friend scheme.
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks.
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing.

Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Quality Assurance

Industries

IT Services and IT Consulting