Travel Quality & Performance Lead

Capital One; New York (NY); On-site; USD 97,000 - 111,000; Full time

Job summary

Capital One Travel seeks a Quality Operations lead to transform QA from a retrospective measure into a proactive driver of agent proficiency and service quality. You will own the QA rubric, drive global calibrations, and leverage data-driven insights to close the feedback loop between Quality, Operations, and Training, ensuring elevated servicing as we scale.

You will lead the adoption of AI-assisted tooling and oversee coaching, with collaboration across BPO partners and internal teams to drive

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 2 years of experience in call center operations.
• At least 2 years of experience in quality assurance operations for a call center.
• At least 2 years of experience using Microsoft Office or Google Suite.
• Bachelor’s degree preferred.
• 3+ years in customer service and call center operations preferred.
• 3+ years in quality assurance operations with a call center preferred.
• 3+ years using Microsoft Office or Google Suite preferred.
• Experience working with BPO firms and scaling call center operations preferred.
• Experience in Travel servicing preferred.
• Strong quantitative orientation with data-driven recommendations.
• Strong organizational skills to manage multiple operational streams.
• Experience rolling out AI-assisted tooling and process improvements.

Responsibilities

• Quality Program Management: Manage the travel servicing quality program with partners to drive performance and consistency.
• BPO Partner Oversight: Serve as the primary QA liaison for BPO partners, providing clear operational direction.
• Quality Scoring Integrity: Facilitate global calibration sessions for consistent QA rubric interpretation across sites.
• Quality Monitoring: Conduct quality audits to ensure alignment with QA standards and drive improvements.
• Coaching & Development: Ensure coaching for identified gaps; monitor progress and remediation actions.
• Operational Enablement: Translate quality data into training opportunities and workflow changes.
• Champion Technology with QA: Drive AI-assisted tooling to make QA proactive and data-driven.
• Special Projects: Support Capital One Travel servicing operations through key initiatives.

Skills

Quality assurance

Call center operations

Data analysis

QA tooling

Cross-functional collaboration

Education

High School Diploma

Bachelor's Degree

Tools

Microsoft Office

Google Suite

Job description

Capital One Travel seeks a Quality Operations lead to transform QA from a retrospective measure into a proactive driver of agent proficiency and service quality. You will own the QA rubric, drive global calibrations, and leverage data-driven insights to close the feedback loop between Quality, Operations, and Training, ensuring elevated servicing as we scale.

You will lead the adoption of AI-assisted tooling and oversee coaching, with collaboration across BPO partners and internal teams to drive