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Head of Contact Centre Quality Assurance, Nottingham
Client: Capital One
Location: Nottingham, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 8c0b34aeb312
Job Views: 4
Posted: 22.06.2025
Expiry Date: 06.08.2025
Job Description:
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
About this role
We’re always looking to help customers succeed with credit. We’ve got a well-established Quality Assurance team running internal monitoring programmes that provide a range of point-in-time interaction testing and insights to support the management of customer-facing contact centre teams. We want to evolve our approach to agent quality assurance and supplier monitoring, utilizing different testing methods to make it more effective for continuous improvement. This role will be responsible for testing and reporting on quality across all contact centres.
What you’ll do
1. Provide assurance to the UK Operations Leadership team that the Contact Centre delivers good outcomes to customers and identify areas for improvement.
2. Work with stakeholders across Operations to influence change effectively.
3. Review and improve the Quality Assurance function to ensure effective assurance.
4. Partner with Operational Leadership to enable continuous improvement.
5. Lead and develop the Quality Assurance team.
6. Lead the voice analytics strategy to enhance operational monitoring.
What we’re looking for
1. Proven experience in a leading Quality Assurance role within Financial Services with effective reporting.
2. Deep understanding of the regulatory environment and risk management.
3. Experience with voice analytics, preferably Amazon Connect Contact Lens.
4. Motivated, enthusiastic, and capable of leading change.
5. Strong problem-solving and analytical skills.
6. Good judgment and risk awareness.
7. Inclusive leadership and team development experience.
8. Results-oriented with a focus on customer impact.
Where and how you'll work
This is a permanent position based in Nottingham, with flexibility for remote work in London or Nottingham offices three days a week.
What’s in it for you
1. Opportunity to contribute to organizational transformation.
2. Career progression and training through Capital One University.
3. Competitive benefits including pension, bonus, holiday, private medical insurance, and flexible benefits.
4. Modern workspaces with amenities in Nottingham and London offices.
Our recruitment approach
We value diversity and inclusion, partnering with organizations like Women in Finance, Race At Work Charters, Stonewall, and upReach. We support various employee networks and are committed to fair and accessible recruitment processes. If you require reasonable adjustments, please contact us.
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