Customer Operations Quality Control Lead

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.