Travel Call Center Quality Operations Lead (AI-Driven QA)

Jobtailor; Illinois; On-site; USD 55,000 - 86,000; Full time

Job summary

Capital One Travel servicing seeks a QA professional to manage the quality program across internal teams and BPO partners, driving KPI metrics and continuous improvements. The role focuses on calibration, audits, coaching, and data-driven training initiatives within a travel servicing context.

The ideal candidate has 2+ years in call center QA, proficiency with Microsoft Office or Google Suite, and a strong analytical mindset to deliver actionable insights and workflow enhancements.

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 2 years of experience in call center operations.
• At least 2 years of experience in quality assurance operations with a call center.
• Experience using Microsoft Office or Google Suite.
• Capital One will not sponsor a new applicant for employment authorization for this position.

Responsibilities

• Manage travel servicing quality program with BPO partners and internal teams.
• Serve as primary QA liaison for BPO partners and guide local quality teams.
• Track KPIs and metrics to ensure quality and efficiency.
• Lead global calibration sessions to standardize the QA rubric.
• Conduct quality audits and drive performance improvements.
• Oversee the feedback loop from gaps to agent coaching.
• Monitor coaching completion and remediation actions with site leadership.
• Translate quality data into training and workflow changes.
• Drive adoption of AI-assisted tooling for proactive quality insights.
• Participate in special projects supporting Capital One Travel servicing operations.

Skills

Quality Assurance Operations

Call Center Operations

Performance Metrics Management

AI-Assisted Operational Tooling

BPO Collaboration

Education

High School Diploma

GED

Equivalent Certification

Bachelor’s Degree (Preferred)

Tools

Microsoft Office

Google Suite

Job description

Capital One Travel servicing seeks a QA professional to manage the quality program across internal teams and BPO partners, driving KPI metrics and continuous improvements. The role focuses on calibration, audits, coaching, and data-driven training initiatives within a travel servicing context.

The ideal candidate has 2+ years in call center QA, proficiency with Microsoft Office or Google Suite, and a strong analytical mindset to deliver actionable insights and workflow enhancements.