QA Insights Specialist
QAInsightsSpecialistPrincipalCoordinator
“QA Insights Specialist - Principal Coordinator at QA Insights Specialist. Skills: quality assurance, actionable insights, reporting, Monitoring agent interactions, influencing change, improve customer outcomes. Monitoring agent interactions. providing actionable insights”
What You'll Achieve.
improve customer outcomes; Great customer outcomes; Providing assurance and actionable insight through accuracy and proactive identification of Great customer outcomes, process adherence/execution, Non process adherence / execution, Training and knowledge gaps, Error trends and root causes, System failures; making recommendations to improve outcomes; Maintaining a record of business impact and continuous improvement
Industry & Context.
Root cause analysis to identify patterns, blockers, emerging trends and the “why” beyond the “what”; Good judgment and decision-making, being able to demonstrate reasoning skills with any analysis
What They're Looking For.
Must Have
Ability to build relationships with peers and senior stakeholders across other teams which support the QA team, the wider operation and business, Be able to quickly learn and maintain a detailed knowledge of agent level processes, Ability to prioritise own day to day workload effectively, Excellent organisational skills and attention to detail with the ability to plan and prioritise effectively through periods of change, Ability to review and analyse data to provide insights into the business and make recommendations balancing customer and business requirements, communications skills, being able to present findings in a clear and concise manner both written and verbally, Good judgment and decision-making, being able to demonstrate reasoning skills with any analysis, A passion for improving customer outcomes and Quality Assurance Excellence, A positive mindset, contributing to the culture and values that are important to Capital One
Nice to Have
Experience or expertise in Quality Assurance with an in-depth knowledge of QA processes including scorecards and Scorebuddy
What You'll Do.
Monitoring agent interactions
providing actionable insights
influencing change to improve customer outcomes
evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business
with a focus on complex
mid to high risk workstreams
requiring good judgement skills.
Providing assurance and actionable insight through accuracy and proactive identification of Great customer outcomes
process adherence/execution
Non process adherence / execution
Training and knowledge gaps
Error trends and root causes
Conduct reperformance of QA monitoring across multiple Operational lines
ensuring consistent and correct outcomes aligned to QA standards and methodology
providing effective feedback and reporting on findings to QA Leadership
and supporting with coaching for improvement
Support the end-to-end cycle of calibrations designed to align on business intent and expectations
inclusive of preparation
documenting post session outcomes and scoring rationales
and maintaining a robust calibration record
along with meaningful participation and contribution within calibration sessions
Provision of actionable insights for key stakeholders making recommendations to improve outcomes and drawing connections across multiple lines of business inclusive of: Analysis of results
insights and data from multiple viewpoints
Partnering with key stakeholders to refine and optimise insights
Root cause analysis to identify patterns
emerging trends and the “why” beyond the “what”
Performing post insight impact reviews
Maintaining a record of business impact and continuous improvement
Support quick win and value add initiatives
Support QA Leadership in managing Appeal overflows and Competency appeals
How You'll Work.
Team & Collaboration
Ability to build relationships with peers and senior stakeholders across other teams which support the QA team, the wider operation and business; Partnering with key stakeholders to refine and optimise insights; Support QA Leadership in managing Appeal overflows and Competency appeals
Communication Scope
present findings in a clear and concise manner both written and verbally
Process & Methodology
Ability to plan and prioritise effectively through periods of change, Support quick win and value add initiatives
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