Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Quality Assurance Process Lead
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.
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 do
Process Management:
Manage and evolve the operational Quality Assurance framework to support in the delivery of great outcomes for our customers and business
Set up for new lines of work, designing scorecards, monitoring guidance and job aids, working closely with partners across the business
Ensure that process documentation is relevant and kept up to date, and lead process reviews with 2nd and 3rd line functions
Own the development of the control suite to ensure that our key risks are appropriately managed, and documented actions are taken when appropriate
Constantly develop your personal tool-kit of process improvement techniques, and actively sharing learnings across the team
Consider new technologies and tools such as AI and automation to redefine the way we QA and set up for the long term
Support projects by partnering with technology and suppliers to ensure processes are efficient and focus on key business objectives
Stakeholder 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 goals
Apply management skills such as communications and change leadership to help drive key priorities like technology changes, and continuous improvement
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
Design effective reporting catering for a wide stakeholder audience
People 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 objectives
Create a customer-centric culture within the team with a balanced focus on customer outcomes as well as compliance and process adherence
Drive 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 Stakeholders
Strategic Alignment:
What we’re looking for
Strong in-built analytical mindset which enables you to quickly spot trends and opportunities in raw data
Great attention to detail to understand systems and technology, as well as operational processes
Preferable: Experience of using LEAN or Six Sigma methodology
Knowledge of conduct risk and compliance requirements
Ability to work cross-functionally with lots of stakeholders to input into key decisions and deliver tangible business results
A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions
A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus
Ability to cope with issues and process breakdowns outside of your control and work with key stakeholders to remediate these
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
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact [email protected] 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 [email protected]
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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 Are
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.
