Quality Assurance Process Manager (Associate)
Location: Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
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. This is an individual contributor role, working with the QA Leadership team to mitigate risk, nurture talent, support skills development and drive high team performance through coaching and mentorship.
What you’ll do
- Monitoring: Evaluate and report on performance and process execution across multiple communication channels and business lines, focusing on complex, high‑risk workstreams. Provide assurance and actionable insight by identifying
- Great customer outcomes, process adherence/execution
- Non‑process adherence/execution
- Training and knowledge gaps
- Process gaps
- Error trends and root causes
- System failures
- Validation (2nd and 3rd line of defence monitoring): Conduct re‑performance of QA monitoring across multiple workstreams, ensure consistent and correct outcomes aligned to QA standards and methodology, and provide feedback and coaching to QA team members.
- Process Management: Build and maintain knowledge of frontline processes, maintain key documentation for BAU, QA methodology, framework and governance, and drive consistent application of methodology to mitigate risks and gaps.
- Stakeholder management: Act as the point of contact for multiple operational areas and stakeholders, leading calibration sessions, root‑cause and thematic analysis, and delivering effective reporting.
Additional Responsibilities
- Performance Management: Monitor QA output, ensure deliverables, SLAs and KPIs are met, highlight gaps and influence continuous improvement.
- Coaching and Mentoring: Model QA excellence, convey expectations, deliverables and behaviours through mentoring and coaching.
- Onboarding: Design and lead induction for new QA hires, ensuring a deep understanding of the quality framework and continuous upskilling.
- Governance: Assess impact of change initiatives, resolve process breakdowns, manage issues and events, support control testing, report on business results, and provide administrative support for the QA monitoring platform.
- Reporting and Projects: Deliver appropriate reporting and support ad‑hoc projects.
What we’re looking for
- Self‑starter with initiative, ownership and ability to work autonomously.
- Strong relationship building with peers and senior stakeholders.
- Quick learning and deep knowledge of agent‑level processes.
- Knowledge of conduct risk and compliance requirements.
- Excellent organisational skills, strong attention to detail, and ability to plan and prioritise through change.
- Analytical skills to review data, provide insights and make balanced recommendations.
- Strong communication skills, able to present findings clearly, both written and verbally.
- Good judgement and decision‑making skills.
- Passion for improving customer outcomes and QA excellence.
- Motivated with a positive mindset, contributing to culture and values.
- Preferable: Experience in QA with in‑depth knowledge of QA processes and platforms in a regulated industry.
Where And How You’ll Work
This permanent position is based in our Nottingham offices. Our hybrid working model offers flexibility to work from the office and home when needed. We encourage associates to attend the office on Tuesdays, Wednesdays, and Thursdays.
What’s In It For You
- Competitive compensation with strong career progression and development programmes.
- Core benefits including pension scheme, bonus, generous holiday entitlement, and private medical insurance, plus flexible benefits such as season‑ticket loans, cycle‑to‑work scheme, and enhanced parental leave.
- Open‑plan workspaces, fully‑serviced gym, subsidised restaurant, mindfulness and music rooms at the Nottingham head‑office.
Equal Opportunity
We are committed to diversity in the workplace. If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential.
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