QA Insights Specialist – Principal Coordinator

Job Title and Location

QA Insights Specialist – Principal CoordinatorNottingham Trent House, Nottingham, United Kingdom.

About this role

This role is part of a fast‑paced team delivering quality assurance, actionable insights, and reporting across multiple communication channels and operational lines. You will monitor agent interactions, provide actionable insights, and influence improvements to customer outcomes.

1. Monitoring and Evaluation– Track, evaluate and report on performance & process execution across channels and lines of business.– Deliver assurance and proactive insight into customer outcomes, process adherence, training gaps, error trends, root causes and system failures.
2. Validation– Re‑perform QA monitoring to ensure consistent, correct outcomes aligned with QA standards and methodologies, providing feedback and coaching.
3. Calibration– Lead end‑to‑end calibration cycles: preparation, documentation, scoring rationales, maintaining records, and active participation.
4. Reporting & Insights– Produce actionable insights for stakeholders, recommend improvements, run root‑cause analysis, impact reviews, and record business impact.
5. Appeals Support– Assist QA leadership in managing appeal overflows and competency appeals.

What we’re looking for

• Strong relationships with peers and senior stakeholders across teams.
• Quick learning and detailed knowledge of agent‑level processes.
• Effective prioritisation, exceptional organisational skills and attention to detail.
• Analytical skills to review data, provide insights, and balance customer & business requirements.
• Clear, concise communication skills both written and verbal.
• Sound judgment and reasoning in analysis.
• Passion for improving customer outcomes and QA excellence.
• Positive mindset and cultural contribution.

Preferred Experience

• Expertise in QA processes, scorecards, and Scorebuddy.

Where and how you’ll work

This is a permanent position based in Nottingham. Our hybrid working model offers flexibility to work from home or the office, with a preference for office days on Tuesdays, Wednesdays, and Thursdays.

Benefits

• Competitive salary, pension scheme, bonus & generous holiday entitlement.
• Private medical insurance and flexible benefits such as season‑ticket loans, cycle‑to‑work scheme, and enhanced parental leave.
• Open‑plan workspace, fully‑serviced gym, subsidised restaurant, mindfulness & music rooms.

Equal Opportunity Employer

Capital One is committed to diversity in the workplace.

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