Join Barclays as a Quality Assurance Agent at Barclays, where you'll be assessing a sample of inbound and outbound calls (and sometimes emails/chats) to ensure adherence to established procedures, policies, and regulatory standards (e.g., Anti-Money Laundering regulations or data protection). Analysing data and identifying trends related to quality issues, control gaps, or process weaknesses, and communicating these findings to management and stakeholders. Reviewing information sources to ensure quality monitoring standards remain current and effective, and ensuring consistency of process and reporting.
To be successful as a Quality Assurance Agent, you should have:
- Strong analytical thinking and attention to detail to assess complex information, identify trends, and solve problems creatively.
- Be a fast learner.
- Adaptable to make judgements based on practice and experience and adapt plans to changing circumstances and priorities.
- Risk and controls Experience.
- Governance and Stakeholder Management.
- Be able to work independently, manage workloads effectively, and adhere to tight deadlines.
- Experience in Customer Service (internal or external).
- Excellent communication skills — both written and verbal — with the ability to tailor your message.
Some other highly valued skills may include:
- Barclaycard knowledge.
- AI knowledge or understanding.
- Collaborating with other teams to develop quality improvement initiatives and action plans and monitoring their implementation.
- The ability to deliver improvements at pace.
You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
This role is based in Northampton, with a hybrid working model of working a minimum of 2 days per week in the office.
Purpose of the role
To determine, negotiate and agree internal quality procedures, service standards and specification to improve performance and quality directing objectives.
Accountabilities
- Identification of industry trends and developments to implement best practice in quality assurance Services.
- Collaboration with teams across the bank to align and integrate quality assurance processes.
- Development and governance of internal quality assurance procedures, standards and specifications, and act as a catalyst for change, mitigate risks and maintain efficient operations.
- Development of reports and presentations on quality assurance performance and communicate findings to internal senior stakeholders.
- Identification of areas for improvement and providing recommendations for change in quality assurance processes and provide feedback and coaching for colleagues on these highlighted areas.
- Execution of service quality assessments to monitor the quality objectives set by the bank, and ensure they comply with regulatory requirements.
- Participation in projects and initiatives to improve quality assurance efficiency and effectiveness.
- Determination of risk based on outcome of QA reviews, flagging risks that are outside of tolerance.
Analyst Expectations
- To meet the needs of stakeholders/ customers through specialist advice and support
- Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
- Likely to have responsibility for specific processes within a team
- They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
- If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
- OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
- Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
- Check work of colleagues within team to meet internal and stakeholder requirements.
- Provide specialist advice and support pertaining to own work area.
- Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
- Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
- Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
- Make judgements based on practise and previous experience.
- Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
- Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
- Build relationships with stakeholders/ customers to identify and address their needs.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
