Travel Quality Operations Lead - Data-Driven QA & AI Tools

Capital One National Association; McLean (VA); On-site; USD 89,000 - 101,000; Full time

Job summary

Capital One Travel is seeking a Quality Operations lead to transform QA from a retrospective measurement function into a proactive driver of agent proficiency and service quality across our Travel call center network.

You will own the integrity of our QA rubric, facilitate global calibrations, and leverage data-driven insights to close the feedback loop between Quality, Operations and Training, ensuring consistent, elevated servicing as we scale.

Qualifications

• High School Diploma or GED required.
• At least 2 years in call center operations.
• At least 2 years in quality assurance in a call center.
• Proficiency with Microsoft Office or Google Suite.

Responsibilities

• Quality Program Management for Travel call centers with BPO partners.
• Oversee BPO partner quality, track KPIs and drive performance.
• Facilitate global QA rubric calibrations across sites.
• Conduct quality audits and lead improvement initiatives.
• Coach and remediate agents based on identified gaps.

Skills

Quality program management

BPO partner oversight

Data-driven decisions

Coaching & development

AI tooling adoption

Education

High School Diploma

Bachelor’s Degree

Tools

Microsoft Office / Google Suite

Job description

Capital One Travel is seeking a Quality Operations lead to transform QA from a retrospective measurement function into a proactive driver of agent proficiency and service quality across our Travel call center network.

You will own the integrity of our QA rubric, facilitate global calibrations, and leverage data-driven insights to close the feedback loop between Quality, Operations and Training, ensuring consistent, elevated servicing as we scale.