Capital One

Compensation

Full Description

Job Description: • Responsible for the day-to-day management of a production team, ensuring that quality standards are met and processes are followed. • Monitor operational adherence to regulatory and other compliance requirements. • Identify and mitigate key risks to the quality management process. • Monitor the team’s overall capacity and track incoming requests. • Project future needs based on business forecasts. • Leverage data to drive action and improvements within the business. • Coach and mentor direct reports. • Maintain comprehensive process documentation, ensuring audit readiness. • Create and validate processes and strategies to drive excellence in operational execution. • Serve as a subject matter expert on quality intent. • Lead special projects and initiatives as needed, ensuring timely and effective completion. Requirements: • High School Diploma, GED or Equivalent Certification • At least 2 years of experience in Call Center Operations • At least 4 years of People Management experience • At least 2 years of Process Management Experience • At least 2 years of experience using Google Suite • Bachelor's Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics (Preferred) • At least 1 years of experience leading a Quality Assurance (QA) team (Preferred) • At least 3 years of experience in Process Management (Preferred) • At least 3 years of experience in Call Center Operations (Preferred) • At least 5 years of People Management experience (Preferred) • Business Process Management (BPM), Lean, or Six Sigma Certification (Preferred) Benefits: • Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.