Starling Bank
Our exceptional growth has enabled us to extend our support to customers through lending, including during the pandemic when Starling supported the government backed lending schemes for SMEs.
We’re looking for Quality Assurance Analysts to join our Banking Quality Assurance team, to help us improve service quality and outcomes for our SME and Lending customers. Our Banking Quality Assurance team focuses on identifying the changes we can make that will have a lasting impact on improving colleague and customer outcomes.
The Quality Assurance Analyst’s responsibilities include:
- Performing quality assurance reviews on colleagues and processes across SME, Lending and Collections.
- Testing customer outcomes to help us understand the impact of our policies and processes on the end to end customer journey.
- Discussing feedback and guidance with colleagues and managers.
- Identifying best practice examples and common themes.
- Partnering with stakeholders to analyse where policy, process and/or training could be enhanced, such as supporting root cause problem solving workshops.
- Supporting the QA Team Lead in improving our QA approaches and checklists.
- Representing Quality Assurance in meetings and discussions
Requirements
- Experience within a Quality Assurance, Outcomes Testing, Complaints, or similar role is essential.
- Specific experience working within, or reviewing processes and policies for, lending, collections or recoveries is desirable.
- Proven ability to communicate with colleagues across different levels, both verbally and in writing.
- A desire to identify ways to aim for greatness and do the right thing for our customers, beyond looking at whether colleagues are following processes.
- Understand TCF (Treating Customers Fairly) requirements, and conduct and reputational risk, within financial services.
- A quick learner, who is comfortable adapting within a fast-paced work environment and dealing with a fluctuating workload.
Benefits
- 33 days holiday (including public hols). You’ll also get your birthday on us
- 16 hours paid volunteering time a year
- Family friendly leave policies
- Private Medical Insurance with VitalityHealth
- We have many varied social groups set up and run by our employees – ForTheWin (a gaming group), Starling FC, book club and many more!
- Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
- Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme
- Gym membership options
Full details are available on our careers site
About Us:
We are a leading digital bank on a mission to disrupt the banking industry. We’ve built an app with smart money management tools to help our customers live a healthier financial life. We also offer groundbreaking B2B banking and payments services.
Since our launch in 2014, we’ve surpassed 2.5 million accounts in total: including 400,000 business accounts for small and medium-sized enterprises (SMEs). Our total deposits, meanwhile, have surpassed £7 billion over the same period.
We’re a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We’ve won the Best British Bank award four years running, and now employ more than 1,600 people across our London, Southampton and Cardiff offices.
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.
To apply for this job please visit apply.workable.com.