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Job 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. Since our launch in 2014, we’ve opened over three million accounts and we've been voted Best Current Account Provider five years in a row. We employ more than 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023.
The recruitment process will include a prescreen call, virtual interview and role related task. This is a hybrid role, the first 6 weeks will be spend full time in our office, moving to 2 days per week after this period.

The Quality Assurance Team Leadʼs responsibilities include:

• Lead a quality assurance team in the day to day delivery of quality assurance in a specific field.
• Create weekly operating plans for the Quality Assurance team in line with quarterly / monthly strategies, and monitor progress against them.
• Support the Quality Assurance team by removing blockers to their day to day work and being an initial point of escalation for issues and queries.
• Champion a focus on customer outcomes over following process steps.
• Ensure the Quality Assurance team takes a fair, objective and representative sample in line with Quality management policies.
• Manage the development of agents and balance of skills in QA. Provide oversight of the team’s work and arrange coaching and training for QA Analysts.
• Prepare reports on quality results, trends and themes.
• Monitor feedback loops to promote root cause improvement and remediation, in line with policy.
• Support the review and enhancement of quality management policies and sampling strategies, as required.

Requirements:

• Experience within a Quality Assurance, Outcomes Testing, Complaints, or similar role, is essential.
• Experience leading or coaching a team is desirable.
• Experience reporting on quality trends or customer outcomes is beneficial.
• Proven ability to communicate with colleagues across different levels including senior managers, both verbally and in writing.
• Ability to see the bigger picture, applying judgement on the impact of what we see in our reviews on the bank and on our customers, even where it may be compliant with our current policies and processes.
• Comfortable providing constructive challenge to policy and process owners, who may be senior managers in the bank.
• A desire to drive continuous improvement and put things right for customers.
• Understand the role of regulation, conduct risk and reputational risk, within financial services.

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
• 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
• 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 and Salary Sacrificed Gym partnerships

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 anyway.
We’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.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.