Senior Associate, Travel Call Center Quality Operations

• Manage the travel servicing quality program in collaboration with BPO partners and internal teams
• Serve as the primary Quality liaison for BPO partners and provide operational direction to local quality teams
• Manage performance metrics and track key KPIs to ensure quality and efficiency
• Facilitate global calibration sessions to ensure consistent interpretation of the QA rubric
• Conduct quality audits to ensure alignment with QA standards and drive performance improvements
• Oversee the feedback loop from quality-identified gaps to agent coaching
• Monitor coaching completion and performance trends, and partner with site leadership on remediation action plans
• Translate quality data into training opportunities and operational workflow changes
• Drive adoption of AI-assisted operational tooling for proactive, automated quality insights
• Participate in special projects supporting Capital One Travel servicing operations

• 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
• At this time, Capital One will not sponsor a new applicant for employment authorization for this position
• Preferred:
  Bachelor’s Degree
• Preferred: 3+ years of experience in customer service and call center operations
• Preferred: 3+ years of experience working in quality assurance operations with a call center
• Preferred: 3+ years of experience using Microsoft Office or Google Suite
• Experience working with BPO (Business Process Outsourcing) firms and scaling agent operations
• Experience working in travel servicing
• Strong quantitative orientation and critical thinking skills for identifying business challenges and providing 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

Demonstrates expertise in managing quality assurance operations within call center environments, focusing on performance metrics, operational improvements, and the integration of AI-assisted tools. Proven ability to translate quality data into actionable training and workflow changes while collaborating with BPO partners and internal teams.

• Quality Assurance Operations
• Call Center Operations
• Performance Metrics Management
• AI-Assisted Operational Tooling
• BPO Collaboration

• Quality Audits
• KPI Tracking
• Data-Driven Recommendations
• Operational Process Improvement
• Training Development

• Organizational Skills
• Critical Thinking
• Collaboration

• High School Diploma
• GED
• Equivalent Certification

• Travel Servicing
• BPO
• Customer Service

• Microsoft Office
• Google Suite