Senior Manager, Senior Department Operations Manager, Quality Management Operations (QMO) & Bank Voice QA (Quality Assurance) (Hybrid)

The Senior Manager, Senior Department Operations Manager, Quality Management Operations (QMO) & Bank Voice QA (Quality Assurance) leads the fast paced QMO operation and serves as an integral voice of quality for US Card. QMO is a dynamic team of associates focused on flawlessly delivering on critical evaluations to provide quality feedback and insights to our partners. The vital output of the quality management processes helps improve business efficiency, enhance customer experience and drive key results across US Card.

As the QMO leader, you will lead a large production team, manage key quality processes, be a champion for continuous improvement, and collaborate with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. You will establish QMO as the quality center of excellence for our Card organization. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of the quality process to ensure appropriate execution each and every time. You will understand the health of our performance and creatively problem solve and pivot the team's efforts as needed, especially when hit with new and unique intent. Most importantly, you will care for and lead the talented associates that deliver this work. We are seeking a devoted people leader, skilled in building an environment and culture that is motivational and inspirational while providing the necessary leadership to drive excellence in performance.

QMO is seeking a dedicated, disciplined operations leader who excels in a team environment and has a passion for customer experience and quality. The Senior Manager, Senior Department Operations Manager, Quality Management Operations (QMO) & Bank Voice QA (Quality Assurance) leads both the production and the supporting business processes for US Card Quality Management. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources and better outcomes for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong relationship skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. As a leader of leaders, this individual must display strong leadership skills and be able to drive and motivate a team in delivering, including production and flawless execution of process improvement projects. This individual will lead QMO including operational excellence, process optimization, stakeholder management, and the relationship with the partners who support and/or are impacted by our work.

General Responsibilities:

• Ensuring execution and fulfillment of quality monitoring production operation

• Managing and leading a high performing team of associates who lead production, analysis, project and process management workstreams

• Creating and validating processes and strategies to drive excellence in operational execution

• Designing and producing metrics used to measure efficiency and effectiveness

• Driving process improvements aligned with desired customer outcomes

• Providing subject matter expertise on quality intent when representing QMO in projects and other meetings

• Coach, develop, mentor direct reports as well as skip-level reports; This Senior Manager will be a leader of leaders

• Lead and manage special projects and initiatives as needed

Location: This role is hybrid, where you will be expected to spend 3 days per week working in the office (McLean, VA or Richmond, VA) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 3 years of experience in Call Center Operations

• At least 4 years of People Management experience in an Operations environment

• At least 2 years of Stakeholder Relationship Management Experience

• At least 2 years of Process Management Experience

• At least 2 years of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• Bachelors Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics

• At least 3 years of experience in Process Management

• At least 5 years of experience in Call Center Operations

• At least 5 years of People Management experience in an Operations environment

• At least 3 years of Stakeholder Relationship Management Experience

• At least 2 years of experience leading a Quality Assurance (QA) team

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.

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.

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.

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