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Capital One · 1 month ago

Work From Home Quality Assurance (QA) Operations Manager - Bank Voice

United States

Full-time

Remote

Mid, Senior Level

$115K/yr - $132K/yr

4+ years exp

Capital One is a leading financial services company, and they are seeking a Work From Home Quality Assurance (QA) Operations Manager for their Bank Voice team. The role involves managing a production team to ensure quality standards and compliance are met, as well as driving process improvements and mentoring team members.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Lead a high-performing team of quality assurance analysts, ensuring the execution and fulfillment of quality monitoring production

Coach and mentor direct reports, fostering a high-performing team focused on production, analysis, and process management

Advocate for robust well-managed principles by maintaining comprehensive process documentation, ensuring audit readiness, and adopting a continuous improvement methodology

Create and validate processes and strategies to drive excellence in operational execution

Design and produce metrics used to measure your team's efficiency and effectiveness

Drive process improvements aligned with desired customer outcomes

Serve as a subject matter expert on quality intent, representing Bank Voice QA in projects and meetings

Lead special projects and initiatives as needed, ensuring timely and effective completion

Qualification

People ManagementProcess ManagementQuality Assurance (QA)Google SuiteBusiness Process Management (BPM)CoachingLeadership SkillsMentoringCommunication SkillsProblem Solving