Quality Assurance Process Manager (Associate)

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Quality Assurance Process Manager (Associate)

Our Mission

We’re on a mission to be a force for good in lending. Throughout our almost 30-year history, we’ve consistently been recognised as a great place to work; in 2026, Capital One was officially ranked 9th in the UK’s Best Workplaces™ list. Hear from our team about what it’s like working at Capital One UK.

About the role

This is an opportunity to join a vibrant, fast-paced team, providing quality assurance and actionable insights across the business. You will ensure the Quality Assurance process and change initiatives are well managed and help mitigate risk. This is an individual contributor role, but you will support skills development, and drive high performance through effective coaching and mentorship across the team.

What you'll do

• Monitoring & Validation: Monitor complex, high-risk workstreams requiring strong judgement skills across multiple channels, conduct reperformance testing, and evaluate outcomes to ensure process adherence, accuracy, and regulatory alignment.

• Process & Change Management: Drive the design, maintenance, and governance of frontline QA methodologies and process frameworks. You will proactively assess the impact of strategic and operational changes, embedding robust controls and collaborating across teams to ensure change is managed safely, smoothly, and effectively.

• Stakeholder Engagement & Insights: Drive business-wide performance by leading robust calibration sessions, conducting deep-dive root-cause analyses, and delivering high-value insights to operational and cross-functional leaders to continuously elevate quality standards.

• Coaching & Onboarding: Design and lead comprehensive onboarding frameworks for new QA hires, driving rapid time-to-competency and standardising evaluation standards across the team. Provide structured mentorship, ongoing coaching, and targeted upskilling to cultivate a culture of quality excellence and maximise overall team performance.

• Governance & Performance: Track departmental deliverables and SLAs, manage QA monitoring platforms, and resolve process breakdowns through structured problem-solving techniques.

The skills and experience you need

• QA & Regulatory Expertise: Proven experience within Quality Assurance and an in-depth understanding of QA frameworks, monitoring platforms, and conduct risk within a regulated industry.

• Data Analysis & Problem Solving: Strong capability to analyse complex data, perform root-cause analysis, and make balanced recommendations that optimize both customer outcomes and business needs.

• Stakeholder Management & Calibration: Experience building collaborative relationships with senior stakeholders, delivering concise reporting, and leading balanced calibration sessions across departments.

• Coaching & Capability Building: Demonstrated track record of mentoring, onboarding, and upskilling team members to maintain high performance standards and support talent development.

• Autonomy & Governance: Exceptional organisational skills with a self-starter mindset, alongside experience handling risk management, process governance, and control testing.

Where and how you'll work

This is a permanent position based in our Nottingham office.

We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.

Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.

In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future: Competitive pension and performance-based bonus schemes

• Holidays: Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.

• Health: Access premium care through our private medical insurance.

• Family Support: We champion your milestones with enhanced parental leave.

A full list of our benefits is available here.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible.

We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging, and it rests at the heart of our business.

Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves, they offer a range of activities, networking opportunities, special events and learning programmes to associates.

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [email protected] All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.