Capital One Senior Manager Department Operations 

United States, Virginia, Richmond 

313031585

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

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

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.

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

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
  

McLean, VA: $154,600 - $176,400 for Sr. Department Ops Manager Richmond, VA: $140,600 - $160,400 for Sr. Department Ops ManagerThis 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.

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.