Sr. Associate, Travel Call Center Quality Operations

Sr. Associate, Travel Call Center Quality Operations

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 experience rolling out AI-assisted operational tooling, and operational process improvement