Travel Quality Operations Lead

Capital One; Chicago (IL); On-site; USD 81,000 - 92,000; Full time

Job summary

Capital One Travel is seeking a Quality Operations lead to elevate our travel call center QA program. You will transform QA into a proactive driver of agent proficiency, owning rubrics, calibrations, and data-driven feedback loops across Quality, Operations, and Training.

You will champion AI-assisted tooling adoption and partner with BPOs to scale quality excellence, driving actionable performance improvements and targeted coaching for sustained service quality.

Qualifications

• 2+ years of experience in call center operations.
• 2+ years of experience working in quality assurance operations with a call center.
• 2+ years of experience using Microsoft Office or Google Suite.

Responsibilities

• Manage the travel servicing quality program with internal teams and partners.
• Serve as the primary Quality liaison for BPO partners; track KPIs.
• Facilitate global calibration sessions to standardize QA rubric interpretation.
• Conduct quality audits to drive ongoing improvements.
• Oversee the coaching loop and remediation actions for gaps.
• Translate quality data into training opportunities and process changes.
• Drive adoption of AI-assisted QA tooling for proactive insights.
• Participate in special projects supporting Capital One Travel operations.

Skills

Quality Assurance

Call Center Operations

Data Analysis

Communication

Education

Bachelor’s Degree

High School Diploma

Tools

Microsoft Office

Google Suite

Job description

Capital One Travel is seeking a Quality Operations lead to elevate our travel call center QA program. You will transform QA into a proactive driver of agent proficiency, owning rubrics, calibrations, and data-driven feedback loops across Quality, Operations, and Training.

You will champion AI-assisted tooling adoption and partner with BPOs to scale quality excellence, driving actionable performance improvements and targeted coaching for sustained service quality.