Head of Quality Assurance & Outcome Testing

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 3,500 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 - Prescreen call with Talent Acquisition Partner

Stage 2 - Role related interviews.

Closing date: Tuesday 25th March, 10am.

About the role:

Reporting to our Chief Customer Officer, the Head of Quality Assurance & Outcome Testing will define the QA and Outcome testing strategy, approach and execution. Additionally, the Head of QA & OT will support the delivery of strategic objectives that will have a lasting impact on improving colleague and customer outcomes. The role will also include providing leadership and technical expertise to the Quality Assurance and Outcome Testing teams in order to ensure that they perform an independent oversight role, and work collaboratively with the operational areas to ensure the fair treatment of customers.

Location: Our Quality Assurance and Outcome Testing teams are based across Cardiff, London, Manchester & Southampton. We're open to the successful candidate being located in any of these four sites, with travel between the sites required. Our hybrid working policy requires a minimum of 10 days per month to be spent in the office.

This role is certified under the Senior Manager Certification Regime; a Fit and Proper assessment will be conducted for the successful candidate.

Key Accountabilities & Responsibilities include:

• For areas of responsibility, ensure customer centricity and integrity with every decision that is made. 
• Responsible for leading and directing the QA and Outcome Testing leadership team(s), ensuring that there is an ongoing focus on quality and colleague development.
• Engage and motivate colleagues through open communication and role modeling our core values. 
• Direct the development of the QA strategy, methodology, discipline and framework. 
• Define and deliver the QA and Outcome Testing annual assurance testing programme. 
• Responsible for the implementation and maintenance of Quality Assurance and Outcome Testing Policies processes and supporting standard documents.
• Manage and maintain effective relationships with senior management to ensure that we take a collaborative, prompt, and decisive approach. 
• Evaluate the challenges faced by the Bank and take action to mitigate risks and develop continuous improvement opportunities.
• Report on Quality Assurance and Outcome Testing activities on a regular basis to the Senior Management team, ensuring timely and accurate reporting on trends and the actions taken to address root cause. 
• Ensure self and team maintains an up-to-date knowledge of regulation, legislation and industry best practice. 

Behaviours & 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(s) to achieve excellence. 
• The ability to listen and ask questions that get to the root cause of the problem.
• Proactive, enthusiastic and self motivated.

Skills & Experience:

• A strong leader with experience in implementing and shaping 1st line QA and Outcome testing processes and strategies. 
• Strong communication skills to ensure QA and Outcome Testing vision is understood and implemented correctly. 
• Comfortable providing constructive challenge and feedback to Senior Leaders.
• Excellent knowledge of risk management, risk identification and risk based testing. 
• 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. 
• Flexible, with the ability to multitask and prioritise in a changing, busy environment. 
• Proven ability to communicate with colleagues across different levels, both verbally and in writing.

• 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.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.