Qa Insights Specialist - Principal Coordinator

Capital One Capital One · Banking · Nottingham, United Kingdom

This role focuses on quality assurance, providing actionable insights, and reporting to improve customer outcomes by monitoring agent interactions and identifying trends, gaps, and failures. It involves validation, calibration, reporting, and supporting appeal processes.

What you'd actually do

  1. Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, mid to high risk workstreams, requiring good judgement skills. Providing assurance and actionable insight through accuracy and proactive identification of
  2. Conduct reperformance of QA monitoring across multiple Operational lines, 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 for improvement
  3. Support the end-to-end cycle of calibrations designed to align on business intent and expectations, inclusive of preparation, documenting post session outcomes and scoring rationales, and maintaining a robust calibration record, along with meaningful participation and contribution within calibration sessions
  4. Provision of actionable insights for key stakeholders making recommendations to improve outcomes and drawing connections across multiple lines of business inclusive of:
  5. Support QA Leadership in managing Appeal overflows and Competency appeals

Skills

Required

  • Ability to build strong relationships with peers and senior stakeholders
  • Be able to quickly learn and maintain a detailed knowledge of agent level processes
  • Ability to prioritise own day to day workload effectively
  • Excellent organisational skills and strong attention to detail with the ability to plan and prioritise effectively through periods of change
  • 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

Nice to have

  • Experience or expertise in Quality Assurance with an in-depth knowledge of QA processes including scorecards and Scorebuddy

What the JD emphasized

  • complex, mid to high risk workstreams
  • good judgement skills
  • effective feedback
  • meaningful participation and contribution
  • actionable insights
  • Root cause analysis
  • business impact
  • continuous improvement
  • strong attention to detail
  • make recommendations
  • balancing customer and business requirements
  • Strong communications skills
  • present findings in a clear and concise manner
  • Good judgment and decision-making
  • strong reasoning skills
  • Quality Assurance Excellence
  • in-depth knowledge of QA processes including scorecards