Quality Assurance Process Manager (Associate)

Quality Assurance Process Manager (Associate)

Location: Nottingham, United Kingdom – a permanent position based in our Nottingham offices with a hybrid working model.

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 teams to deliver in line with business needs. This is an individual contributor role, but working collaboratively with the QA Leadership team you will help mitigate risk, nurture talent, support skills development and drive high team performance, outputs, and business objectives through coaching and mentorship.

Responsibilities

• Monitoring: monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple operational lines of business, with a focus on complex, high‑risk workstreams. Provide assurance and actionable insight through accuracy and proactive identification of great customer outcomes, process adherence/execution, non‑process adherence/execution, training and knowledge gaps, process gaps, error trends and root causes, and system failures.
• Validation (2nd and 3rd line of defence monitoring): conduct reperformance of QA monitoring across multiple workstreams, ensuring consistent and correct outcomes aligned to QA standards and methodology, providing effective feedback and reporting on findings to QA Leadership and supporting coaching and upskilling of QA team members.
• Process Management: build and maintain knowledge of how our processes operate on the frontline, including the set‑up and maintenance of key documentation for BAU, QA methodology and framework, control governance, and drive consistent application of methodology, mitigating identified risks, gaps and exposure as part of ensuring appropriate governance and control with the QA framework.
• Stakeholder Management: serve as the point of contact for multiple operational areas and internal stakeholders, working collaboratively to understand QA output and support continuous improvement, inclusive of leading impactful calibration sessions to operational and cross‑functional stakeholders, ensuring a balanced view to reach the right and calibrated outcome. Provide root‑cause and thematic analysis to deliver actionable insights and recommendations that improve outcomes across multiple lines of business, and produce effective reporting for a wide stakeholder audience.
• Performance Management: monitor QA department output, ensuring deliverables, SLAs and key performance metrics are met, highlighting gaps, findings, recognising excellence and influencing continuous improvement through effective reporting and communication.
• Coaching and Mentoring: model QA 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.
• Onboarding: design and lead the induction process for new QA hires, ensuring they hit the ground running, are empowered and enabled, and have a deep understanding of our quality framework, alongside leading upskilling to meet department needs.
• Governance: assess the detailed impacts of change initiatives to ensure all changes are well managed and QA is set up for success. Use problem‑solving techniques to resolve process breakdowns, including the management of issues and events impacting the risks of the QA process, support well‑managed activities such as control testing, and be responsible for ensuring appropriate governance is in place to report on business results through line‑of‑business meetings.
• Reporting and Projects: deliver appropriate reporting for your role, and support ad‑hoc reporting and QA projects.

Qualifications

• Self‑starter with the ability to demonstrate initiative, ownership, and work autonomously in driving your own performance.
• Ability to build strong relationships with peers and senior stakeholders across other teams that support the QA team, the wider operation and business.
• Ability to quickly learn and maintain detailed knowledge of agent‑level processes.
• 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.
• Ability to review and analyse data to provide insights into the business and make recommendations balancing customer and business requirements.
• Strong communication skills, being able to present findings in a clear and concise manner, both written and verbally.
• Good judgement and decision‑making, with strong reasoning skills in analysis.
• Passion for improving customer outcomes and QA excellence.
• Engaged and motivated individual with a positive mindset, contributing to the culture and values important to Capital One.
• Preferable: Experience or expertise in QA with an in‑depth knowledge of QA processes and QA platforms within a regulated industry.

Benefits

• Core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance, with flexible benefits such as season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave.
• Open‑plan workspaces and accessible facilities designed to inspire and support you, including a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms.
• Support for flexible working and collaboration.

EEO and Diversity Statement

Capital One is committed to diversity in the workplace. If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com.

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