Sr. Associate, Travel Call Center Quality Operations at Capital One

Overview

Sr. Associate, Travel Call Center Quality Operations

Capital One Travel is searching for a Quality Operations result in handle service requirements and drive efficiency excellence inside our Travel name middle community. In this function, you can be liable for remodeling high quality assurance from a retrospective measurement operate right into a proactive driver of agent proficiency and repair high quality. You will personal the integrity of our QA rubric, facilitate world calibrations, and leverage data-driven insights to shut the suggestions loop between Quality, Operations, and Training, guaranteeing constant, elevated servicing as we scale. You will lead the innovation of our high quality program by sourcing best-in-class instruments and driving crew adoption.

Key Responsibilities

• Quality Program Management: Manage the journey servicing high quality program, collaborating intently with BPO companions and inner groups to drive efficiency and consistency.

• BPO Partner Oversight: Serve as the first Quality liaison for BPO companions. Provide clear operational path to native high quality groups, managing efficiency metrics and monitoring key KPIs to make sure high quality and effectivity.

• Quality Scoring Integrity: Facilitate world calibration periods to make sure constant interpretation of the QA rubric throughout all BPO servicing companions and websites.

• Quality Monitoring: Conduct high quality audits to make sure constant alignment with QA requirements and drive ongoing efficiency enhancements.

• Coaching & Development: Oversee the end-to-end suggestions loop by guaranteeing all quality-identified gaps set off well timed agent teaching; monitor teaching completion, monitor efficiency developments, and companion with web site management to drive remediation by focused motion plans.

• Operational Enablement: Establish and handle a steady enchancment suggestions loop that interprets high quality knowledge into coaching alternatives and operational workflow modifications, lowering buyer effort and friction.

• Champion Technology with QA: Drive the adoption of AI-assisted operational tooling to remodel high quality assurance from guide, retrospective sampling into proactive, automated perception technology.

• Special Projects: Participate in particular tasks that help Capital One Travel servicing operations.

Basic Qualifications

• High School Diploma, GED, equal certification

• At least 2 years of expertise in name middle operations

• At least 2 years of expertise working in high quality assurance operations with a name middle

• At least 2 years of expertise utilizing Microsoft Office or Google Suite

Preferred Qualifications

• Bachelor’s Degree 

• 3+ years of expertise in customer support and name middle operations.

• 3+ years of expertise working in high quality assurance operations with a name middle

• 3+ years of expertise utilizing Microsoft Office or Google Suite

• Experience working with BPO (Business Process Outsourcing) companies and scaling the operations of brokers

• Experience working in Travel servicing

• A powerful quantitative orientation with the vital pondering expertise wanted to determine enterprise challenges and supply grounded, data-driven suggestions

• Strong organizational expertise with the power to handle a number of operational streams concurrently

• Direct experiencing rolling out AI-assisted operational tooling, and operational course of enchancment

At this time, Capital One is not going to sponsor a brand new applicant for employment authorization for this place. 

The minimal and most full-time annual salaries for this function are listed under, by location. Please notice that this wage data is solely for candidates employed to carry out work inside one in every of these places, and refers back to the quantity Capital One is prepared to pay on the time of this posting. Salaries for part-time roles might be prorated based mostly upon the agreed upon variety of hours to be repeatedly labored.

Chicago, IL: $80,800 – $92,200 for Sr. Process ManagerMcLean, VA: $88,800 – $101,300 for Sr. Process ManagerNew York, NY: $96,900 – $110,600 for Sr. Process ManagerRichmond, VA: $80,800 – $92,200 for Sr. Process Manager

Candidates employed to work in different places might be topic to the pay vary related to that location, and the precise annualized wage quantity provided to any candidate on the time of rent might be mirrored solely within the candidate’s provide letter.

This function can also be eligible to earn efficiency based mostly incentive compensation, which can embrace money bonus(es) and/or long run incentives (LTI). Incentives might be discretionary or non discretionary relying on the plan.

Capital One provides a complete, aggressive, and inclusive set of well being, monetary and different advantages that help your complete well-being. Learn extra on theCapital One Careers web site. Eligibility varies based mostly on full or part-time standing, exempt or non-exempt standing, and administration degree.

This function is predicted to simply accept functions for at least 5 enterprise days.No companies please. Capital One is an equal alternative employer (EOE, together with incapacity/vet) dedicated to non-discrimination in compliance with relevant federal, state, and native legal guidelines. Capital One promotes a drug-free office. Capital One will contemplate for employment certified candidates with a legal historical past in a way according to the necessities of relevant legal guidelines relating to legal background inquiries, together with, to the extent relevant, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and different relevant federal, state, and native legal guidelines and rules relating to legal background inquiries.

If you’ve got visited our web site looking for data on employment alternatives or to use for a place, and also you require an lodging, please contact Capital One Recruiting at 1-800-304-9102 or through e mail at RecruitingLodging@capitalone.com. All data you present might be stored confidential and might be used solely to the extent required to offer wanted cheap lodging.

For technical help or questions on Capital One’s recruiting course of, please ship an e mail to Careers@capitalone.com

Capital One doesn’t present, endorse nor assure and isn’t responsible for third-party merchandise, providers, instructional instruments or different data out there by this web site.

Capital One Financial is made up of a number of completely different entities. Please notice that any place posted in Canada is for Capital One Canada, any place posted within the United Kingdom is for Capital One Europe and any place posted within the Philippines is for Capital One Philippines Service Corp. (COPSSC).