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 opportunity for an experienced Quality Assurance individual to join our growing Customer Outcomes and Resolution team. The role will work with the Head of Quality Assurance and Outcome Testing to improve service quality and help to introduce an improved, risk-focused QA model. A key part of the role will be to support the delivery of strategic objectives that will have a lasting impact on improving colleague and customer outcomes whilst leading a team of Quality Assurance Team Leads; empowering their Analysts to perform an independent oversight role, and work collaboratively with the Operational areas to ensure the fair treatment of our Customers. This role will focus on our Banking & Operations teams.

The main responsibilities of this role will include:

• Champion a focus on Customer impact over following process steps
• Drive consistency in the team through calibration meetings, “check the checker” and maintaining policy and standard operating procedures
• Engage and motivate the team through open communication and role modelling our core values.
• Provide input to the design of the annual Quality Assurance testing programme
• Effectively manage the daily running of the Quality Assurance department ensuring that there is an ongoing focus on quality and colleague development.
• Manage and maintain effective relationships with senior management to ensure that we take a collaborative, prompt, and decisive approach.
• Ensure self and team maintains an up-to-date knowledge of regulation, legislation and industry best practice.
• Produce relevant, accurate and timely reports on Quality Assurance and trends, the actions taken to address root cause and any further recommendations.

Requirements

Behaviours and competencies:

• Strong Customer focus with a collaborative approach to problem solving.
• Integrity - always do the right thing for our Customers, colleagues and Starling.
• The ability to build strong relationships both internally and externally.
• The desire to be the best; lead the team to achieve excellence.
• The ability to listen and ask questions that get to the root cause of the problem.
• Proactive and self motivated.

Skills and experience:

• Ability to see the bigger picture, applying judgement on the impact of what we see in our reviews on the bank and on our Customers, even where it may be compliant with our policies and processes.
• Comfortable providing constructive challenge to policy and process owners.
• Extensive and demonstrable experience of leading a team.
• Proven ability to communicate with colleagues across different levels, both verbally and in writing.
• Ability to plan and prioritise in a changing, busy environment.
• Excellent analytical skills

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. 

The process will consist of a first stage pre-screen telephone call, following this will be a two stage interview process. We're not looking to work with any agencies on this role, all applicants are required to complete the online application process.

Hybrid working: This role will spend the first 6 weeks in the office, after this period the successful candidate will work on a hybrid basis. We would like regular onsite presence.

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 & group income protection
• 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
• Incentives refer a friend scheme
• 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, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.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.