Travel Quality Ops Lead: Data-Driven & AI

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

Job summary

Capital One Travel is actively seeking a Quality Operations lead to elevate the travel call center quality program. You will transform QA into a proactive capability, owning the QA rubric, driving calibrations and data-driven feedback between Quality, Operations, and Training.

You will champion AI-assisted tooling, oversee global calibrations, and partner with BPOs to scale quality across sites while delivering coaching-driven improvements and operational excellence.

Qualifications

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

Responsibilities

• Manage travel servicing quality program with BPO partners and internal teams.
• Serve as primary Quality liaison for BPO partners and supervise quality teams.
• Facilitate global calibration sessions to ensure consistent QA rubric interpretation.
• Conduct quality audits and drive ongoing performance improvements.
• Oversee coaching to close identified gaps and drive remediation.
• Create continuous improvement feedback loops to translate quality data into training and workflow changes.
• Lead adoption of AI-assisted tooling to generate proactive insights.
• Participate in special projects supporting Capital One Travel servicing operations.

Skills

QA in call centers

Call center operations

Data analysis

MS Office

Google Suite

AI tooling

BPO experience

Quality improvement

Education

Bachelor’s Degree

High School Diploma / GED

Tools

Microsoft Office

Google Workspace

AI-assisted QA tools

Job description

Capital One Travel is actively seeking a Quality Operations lead to elevate the travel call center quality program. You will transform QA into a proactive capability, owning the QA rubric, driving calibrations and data-driven feedback between Quality, Operations, and Training.

You will champion AI-assisted tooling, oversee global calibrations, and partner with BPOs to scale quality across sites while delivering coaching-driven improvements and operational excellence.