Quality Assurance Analyst at Starling Bank – Southampton, England, United Kingdom
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. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.
Our recruitment process:
Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.
Following your application being reviewed, you can expect the below:
Stage 1 – Introductory prescreen phone call
Stage 2 – Virtual interview & role related task
This is a hybrid role, the first 6 weeks will be spend full time in our office, moving to 2/3 days per week after this period.
About the role:
Starling Bank pride 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 Analysts with experience of working within Retail Card Disputes, Fraud Card Disputes and Payment Operations.
The Quality Assurance Analyst’s responsibilities include:
- Assessing the quality of our interactions with customers when raising fraud card disputes and retail disputes and the outcome of these interactions.
- Assessing whether the right processes have been followed by retrospectively reviewing card operations/pay operations tickets.
- Assessing the quality of our interactions with customers by phone, email and in-app chat, and/or assessing longer processes and customer journeys to understand the quality of our delivery, with a focus on areas of risk.
- Looking at quality with customer outcomes in mind, to understand the impact of our policies and processes on customers.
- Identifying and celebrating best practice examples.
- Discussing and calibrating feedback with colleagues and manager.
- Identifying trends and themes in quality and customer outcomes.
- Helping to continuously improve quality, risk management, and customer outcomes 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 experience in at application fraud, or fraud prevention
- Specific experience working with CIFAS / SIRA, Disputes, or Vulnerable Customer teams 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 outcomes 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 testers.
