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McLean, Virginia, United States
Onsite
Not Available
Capital One Travel is seeking a Quality Operations lead to manage service standards and drive performance excellence within our Travel call center network. In this role, you will be responsible for transforming quality assurance from a retrospective measurement function into a proactive driver of agent proficiency and service quality. You will own the integrity of our QA rubric, facilitate global calibrations, and leverage data-driven insights to close the feedback loop between Quality, Operations, and Training, ensuring consistent, elevated servicing as we scale. You will lead the innovation of our quality program by sourcing best-in-class tools and driving team adoption.
Key Responsibilities
Quality Program Management: Manage the travel servicing quality program, collaborating closely with BPO partners and internal teams to drive performance and consistency.
BPO Partner Oversight: Serve as the primary Quality liaison for BPO partners. Provide clear operational direction to local quality teams, managing performance metrics and tracking key KPIs to ensure quality and efficiency.
Quality Scoring Integrity: Facilitate global calibration sessions to ensure consistent interpretation of the QA rubric across all BPO servicing partners and sites.
Quality Monitoring: Conduct quality audits to ensure consistent alignment with QA standards and drive ongoing performance improvements.
Coaching & Development: Oversee the end-to-end feedback loop by ensuring all quality-identified gaps trigger timely agent coaching; monitor coaching completion, track performance trends, and partner with site leadership to drive remediation through targeted action plans.
Operational Enablement: Establish and manage a continuous improvement feedback loop that translates quality data into training opportunities and operational workflow changes, reducing customer effort and friction.
Champion Technology with QA: Drive the adoption of AI-assisted operational tooling to transform quality assurance from manual, retrospective sampling into proactive, automated insight generation.
Special Projects: Participate in special projects that support Capital One Travel servicing operations.
Basic Qualifications
High School Diploma, GED, equivalent certification
At least 2 years of experience in call center operations
At least 2 years of experience working in quality assurance operations with a call center
At least 2 years of experience using Microsoft Office or Google Suite
Preferred Qualifications
Bachelor’s Degree
3+ years of experience in customer service and call center operations.
3+ years of experience working in quality assurance operations with a call center
3+ years of experience using Microsoft Office or Google Suite
Experience working with BPO (Business Process Outsourcing) firms and scaling the operations of agents
Experience working in Travel servicing
A strong quantitative orientation with the critical thinking skills needed to identify business challenges and provide grounded, data-driven recommendations
Strong organizational skills with the ability to manage multiple operational streams simultaneously
Direct experiencing rolling out AI-assisted operational tooling, and operational process improvement
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Chicago, IL: $80,800 - $92,200 for Sr. Process Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, 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 other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).