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.

Requirements

• 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.

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:

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.