Travel Quality Ops Lead — AI-Driven QA & Coaching

Information Technology Senior Management Forum; McLean (VA); On-site; USD 89,000 - 101,000; Full time

Job summary

Capital One Travel is seeking a Sr. Associate to lead quality operations across the travel call center network, transforming QA into a proactive driver of agent proficiency and service quality.

You will own the QA rubric, run global calibrations, and leverage data-driven insights to close feedback between Quality, Operations and Training. You will manage and scale a high-impact quality program, supervise BPO partners, and drive continuous improvement through coaching, analytics, and AI-enabled

Qualifications

• High School Diploma, GED, or equivalent.
• 2+ years of experience in call center operations.
• 2+ years of experience in quality assurance operations with a call center.
• 2+ years of experience using Microsoft Office or Google Suite.

Responsibilities

• Quality Program Management: Manage the travel servicing quality program.
• BPO Partner Oversight: Serve as the primary Quality liaison for BPO partners.
• Quality Scoring Integrity: Facilitate global calibration sessions for consistent QA rubric interpretation.
• Quality Monitoring: Conduct quality audits to align with QA standards.
• Coaching & Development: Ensure feedback loops trigger coaching and remediation plans.
• Operational Enablement: Translate quality data into training and workflow improvements.
• Champion Technology with QA: Drive AI-assisted tooling adoption in QA.
• Special Projects: Participate in projects supporting Capital One Travel operations.

Skills

Call center operations

Quality assurance

Microsoft Office

Google Suite

Education

Bachelor’s Degree

Tools

Microsoft Office

Google Suite

Job description

Capital One Travel is seeking a Sr. Associate to lead quality operations across the travel call center network, transforming QA into a proactive driver of agent proficiency and service quality.

You will own the QA rubric, run global calibrations, and leverage data-driven insights to close feedback between Quality, Operations and Training. You will manage and scale a high-impact quality program, supervise BPO partners, and drive continuous improvement through coaching, analytics, and AI-enabled