Quality Assurance Analyst - Welfare Support

Starling Bank prides itself on providing a quality service to our customers, making our Quality Assurance Team a pivotal part of the puzzle!

We're specifically looking for full time candidates with experience in supporting vulnerable customers.

This role is open to candidates based in Cardiff & Southampton. Operating Monday - Friday, 9am - 5.30pm.

Closing date for this role is Friday 28th March, 12pm.

The Quality Assurance Analyst responsibilities include:

• Assessing whether the right processes have been followed by retrospectively reviewing a combination of Vulnerable Customer Support Escalations, Identification and Bereavement Support.
• Assessing the quality of our interactions with customers by phone, email and in-app chat, and/or assessing longer processes and customer experience to understand the quality of our delivery, with a focus on areas of risk.
• Looking at quality with customers in mind, to understand the impact of our policies and processes.
• Identifying and celebrating best practice examples.
• Discussing and calibrating feedback with colleagues and leaders.
• Identifying trends and themes in agent quality and process improvement opportunities.
• Helping to continuously improve quality, risk management, and customer experience by identifying opportunities for root cause problem solving.
• Supporting managers in improving QA approaches and procedures.
• Providing input to sampling plans to help address areas of risk, using insight gained from discussing observations with front line teams.

• We're looking for someone who has proven experience in supporting vulnerable customers to a high standard.
• Experience working with Quality Assurance and/or Quality Control is desirable.
• Understanding on Consumer Duty.
• Proven ability to communicate with colleagues across different levels, both verbally and in writing.
• Willingness to champion a focus on customer experience and continuous improvement over following process steps.
• Understand the role of regulation, conduct risk and reputational risk, within financial services.
• A quick learner, who is comfortable adapting within a fast-paced environment.
• Self-motivated to deliver against the work in the team and co-ordinate with other QA analysts.

• 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 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.