Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Quality Assurance Team Leader (Associate)
About this role
This is an opportunity to join a vibrant and fast paced team, providing quality assurance and actionable insights to the business. We are looking for a passionate, people-focused leader to manage a team responsible for providing Quality Assurance and recommendations to improve customer outcomes. You will help mitigate risk, nurture talent, support skills development and drive high team performance, outputs and business objectives through coaching and mentorship
What you’ll do
****People Leadership: ****
- Dedicate the majority of your time to people leadership: coaching conversations, performance reviews and developing individual growth plans
- Create an inclusive, high-performance culture where team members feel supported, heard, and challenged
- Set clear goals and expectations, regularly reviewing progress and offering feedback that drives improvement and strong team member outputs, aligned to SLAs and deliverables
- Maintain strong engagement through building a strong team culture, career development conversations, personal development plans, and recognition of achievements
- 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.
- Monitor and report on team effectiveness, ensuring accurate data and reporting are delivered monthly to senior stakeholders
- Support the recruitment, onboarding and training of new associates, ensuring capabilities are built early and reinforced through ongoing learning
- Prioritise workloads, align resources effectively, and support delivery of change activity.
- Lead your team through change, supporting process improvements, automation initiatives, and continuous optimisation of operations
- 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
Stakeholder management: Be the point of contact for multiple Operational areas and internal stakeholders, working collaboratively to understand QA output and support continuous improvement
Process Management: Build and maintain a working knowledge of how our processes operate on the frontline. Support in driving consistent and correct application of QA methodology, mitigating identified risks, gaps and exposure as part of ensuring appropriate governance and control with the QA framework
Strategic Alignment: Support and drive the delivery of Department wide initiatives, goals and priorities, contributing to the overall success of Quality Assurance for the business
**What we’re looking for **
- Proven people leadership experience, ideally within a regulated or operational environment
- Strong coaching skills, with the ability to unlock potential and drive performance across individuals and teams
- A proactive, self-motivated mindset, able to manage high volumes, competing deadlines and ambiguity with confidence
- A role model for respectful, inclusive and values-led leadership, always acting with integrity
- Ability to build strong relationships with peers and senior stakeholders across other teams which support the QA team, the wider operation and business
- Knowledge of conduct risk and compliance requirements
- Excellent organisational skills and strong attention to detail with the ability to plan and prioritise effectively through periods of change
- The 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
- 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
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, the LGBTQ+ community and ethnic minority candidates.
Where and how you'll work
This is a permanent position based in our Nottingham office.
We have a hybrid working model, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays, and can work from home on Monday and Friday
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for 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.
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
Capital 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.com
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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).