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    Customer Operations Quality Control Lead - Cardiff, United Kingdom - Starling Bank

    Starling Bank
    Starling Bank Cardiff, United Kingdom

    3 weeks ago

    Default job background
    Full time
    Description

    Hello, we're Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We're a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

    This is an exciting new role within our Customer Operations Competency Team. This role will work mainly Monday - Friday but could be required to work the occasional weekend.

    Closing date: Friday 24th May, 12pm.

    About the role:

    The Customer Operations Quality Control Lead will be responsible for additional quality control checks of agents to support technical re attainment of competence. The role will coordinate the team of Quality Control Analysts to ensure each department receives the highest standard of work from the team, delivered in a timely manner, conducting quality checks as required. In addition to this, conduct independent check the checker reviews in person and via the Quality Control Analysts to ensure calibration and consistency in measures.

    The role will work with the Operations leads to support the delivery of the highest standard of service adhering to fair customer outcomes ensuring our compliance with internal and external regulation.

    Key Responsibilities include:

  • Assessment of the quality of our interactions with customers and the associated actions execution, providing timely feedback on remediation matters.
  • Assessing whether the right processes have been followed in accordance with Confluence documentation, policy and regulations.
  • Conduct check the checker activities and take part in calibration with operations team leads to ensure alignment on assessment approach.
  • To coordinate the team resources to ensure tasks are managed to expected service delivery standards and the highest standards.
  • Be a technical expert around Starling's Customer policies and procedures, including regulations.
  • All elements of line management and development in relation to the Quality Control Analysts.
  • Ensure own and teams process policy and regulations knowledge levels remain current.
  • Make recommendations to further improve the individual and customer experience, providing technical feedback and process improvement opportunities to the Operations.
  • Work closely with the broader team including the Coaching and Academy leads to embed learnings within the new starter and tenured agents journeys.

    • Requirements

  • Experience of working in and managing a team in a Financial Services environment.
  • Experience of working in a quality assurance, outcome testing environment desired)
  • Passionate about delivering good outcomes for customers.
  • Integrity- Always do the right thing for our customers, colleagues and Starling.
  • A positive "can-do" attitude whilst working in a changeable environment.
  • Exceptional communication skills which can be easily adapted to the audience
  • Proactive, self motivated and takes ownership
  • Leads by example , happy to do the job asked of others
  • Keeps things simple
  • Strong communication skills, both written and verbal.
  • Great interpersonal skills and ability to work collaboratively with key stakeholders.
  • Ability to work at pace whilst ensuring accuracy of work, being agile in planning and prioritising in a changing, busy environment.
  • Strong attention to detail
  • Technical expert in relation to Starling Policies and procedures

    • Benefits

  • 25 days holiday (plus take your public holiday allowance whenever works best for you)
  • An extra day's holiday for your birthday
  • Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
  • 16 hours paid volunteering time a year
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary & group income protection
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Incentives refer a friend scheme
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

    • About us:

    You may be put off applying for a role because you don't tick every box. Forget that While we can't accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren't sure if you're 100% there yet, get in touch 're on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we're proud to bring together people of all backgrounds and experiences who love working together to solve problems.

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