Quality Assurance Process LeadCapital One UK • Chaddesden, England, United Kingdom

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Quality Assurance Process Lead

Capital One UK

Chaddesden, England, United Kingdom

Chaddesden, England, United Kingdom

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About

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireQuality Assurance Process LeadAbout this roleThis 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. You will manage a team of process managers and be responsible for mapping out business processes, understanding and mitigating business risks, ensuring we have the right controls in place – and then making them better. As a Process Manager, you will work with extended teams across the department, and the wider UK business to manage change and improve some key business processes. What you’ll doProcess Management: Manage and evolve the operational Quality Assurance framework to support in the delivery of great outcomes for our customers and businessSet up for new lines of work, designing scorecards, monitoring guidance and job aids, working closely with partners across the businessEnsure that process documentation is relevant and kept up to date, and lead process reviews with 2nd and 3rd line functionsOwn the development of the control suite to ensure that our key risks are appropriately managed, and documented actions are taken when appropriateConstantly develop your personal tool-kit of process improvement techniques, and actively sharing learnings across the teamConsider new technologies and tools such as AI and automation to redefine the way we QA and set up for the long termSupport projects by partnering with technology and suppliers to ensure processes are efficient and focus on key business objectivesStakeholder management: Understand your process end to end, through the eye of the business, customers and other key stakeholders to identify and deliver opportunities to positively impact performance and assist the organisation to meet its business objectives and goalsApply management skills such as communications and change leadership to help drive key priorities like technology changes, and continuous improvementRoot cause and thematic analysis to provide actionable insights and recommendations to key stakeholders to improve outcomes and drawing connections across multiple lines of businessDesign effective reporting catering for a wide stakeholder audiencePeople Leadership: Leading a team of QA process managers, responsible for performing and validating quality checks as well as setting QA’s up for success through effective change management and training. Create an inclusive, high-performance culture, setting clear goals and expectations that align with the strategic objectivesCreate a customer-centric culture within the team with a balanced focus on customer outcomes as well as compliance and process adherenceDrive performance management activities including quality reviews, productivity analysis, and timely interventions for underperformance. Support the recruitment, onboarding and training of new associates, ensuring capabilities are built early and reinforced through ongoing learning 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 StakeholdersStrategic Alignment: Support and drive the delivery of Department wide initiatives, goals and priorities, contributing to the overall success of Quality Assurance for the businessWhat we’re looking for Strong in-built analytical mindset which enables you to quickly spot trends and opportunities in raw dataGreat attention to detail to understand systems and technology, as well as operational processesPreferable: Experience of using LEAN or Six Sigma methodologyKnowledge of conduct risk and compliance requirementsAbility to work cross-functionally with lots of stakeholders to input into key decisions and deliver tangible business resultsA drive for continued learning through training opportunities and knowledge sharing to develop innovative solutionsA good decision maker, able to bring a healthy, balanced approach to business with a strong customer focusAbility to cope with issues and process breakdowns outside of your control and work with key stakeholders to remediate theseA passion for improving customer outcomes and Quality Assurance excellenceAn engaged and motivated individual with a positive mindset, contributing to the culture and values that are important to Capital OnePreferable: Experience or expertise in Quality Assurance with an in-depth knowledge of QA processes and QA platforms within a regulated industryCapital One is committed to diversity in the workplace.If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com
All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).Who We AreAt 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.

Chaddesden, England, United Kingdom

Languages

English

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