Travel Quality Operations Lead

Capital One; Richmond (VA); On-site; USD 81,000 - 92,000; Full time

Job summary

Capital One Travel seeks a Quality Operations Lead to elevate service quality in the Travel call center network. You will transform QA from retrospective to proactive, owning the QA rubric, calibrations, and data-driven feedback loops to improve agent proficiency and performance.

You will work with Quality, Operations, and Training to drive continuous improvement, scale QA across sites, and implement AI-assisted tools to automate insights and enable faster coaching and remediation.

Qualifications

• High School Diploma or equivalent
• 2+ years in call center operations
• 2+ years in quality assurance for a call center
• 2+ years using Microsoft Office or Google Suite

Responsibilities

• Manage travel servicing quality program with internal teams and BPO partners
• Act as primary Quality liaison for BPO partners, tracking KPIs
• Facilitate global calibration sessions for QA rubric across sites
• Conduct quality audits to ensure alignment with QA standards and drive improvements
• Oversee feedback loop ensuring gaps trigger coaching and remediation plans
• Translate quality data into training opportunities and workflow changes
• Champion adoption of AI-assisted QA tooling to generate proactive insights
• Participate in special projects to support Capital One Travel operations

Skills

Quality assurance

Call center operations

Data analysis

MS Office

Education

High School Diploma

Bachelor’s Degree

Tools

Microsoft Office

Google Suite

Job description

Capital One Travel seeks a Quality Operations Lead to elevate service quality in the Travel call center network. You will transform QA from retrospective to proactive, owning the QA rubric, calibrations, and data-driven feedback loops to improve agent proficiency and performance.

You will work with Quality, Operations, and Training to drive continuous improvement, scale QA across sites, and implement AI-assisted tools to automate insights and enable faster coaching and remediation.