Summary:
Coordinate the Quality Measurement reviews of one or more monitoring functions or an assigned area within the Quality Monitoring department. Support internal and external customers by developing solutions to improve quality results and operational effectiveness.
Work Setup: Hybrid. Candidates must be amenable to a night shift schedule.
General Responsibilities:
Manage a quality monitoring sample within the required timeline and communicate results to management
Initiate and conduct research for varied quality related issues
Recommend improvements to quality processes, policies and procedures
Develop action plans to improve service to internal and external customers and make recommendations to reduce operating costs and increase efficiency
Facilitate quality calibrations.
Document discussion and manage action items as needed
Partner in the design and implementation of new or revised measurement criteria within areas of responsibility.
Adhere to compliance and operational risk controls in accordance with company and regulatory standards, policies and practices. Report control weaknesses, compliance breaches and operational loss events
Complete other related duties as assigned.
JOB SPECIFICATIONS/QUALIFICATIONS
Educational Background: Bachelor’s Degree
Professional Experience: Relevant experience in the field of quality control or in a call center environment Partnership and Branded Card Fraud, Partnership Servicing and Branded Core Servicing experience a plus
Skills Required:
Critical Thinking
Analytical thinking
Active listening skills
Excellent oral and written communication skills
Great attention to detail
Good interpersonal skills
Ability to adapt in a fast-paced and dynamic work environment
Team player
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.