Senior Associate, Travel Call Center Quality Operations

Capital One

Capital One Travel quality operations lead managing QA programs, BPO partners, calibrations, and audits. Driving agent coaching, process improvement, and AI-assisted tooling adoption.

Posted 9/4/2026full-timeMcLean • Illinois, New York, Virginia • 🇺🇸 United StatesSenior💰 $80,800 - $110,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing quality assurance operations within call center environments, focusing on performance metrics, operational improvements, and the integration of AI-assisted tools. Proven ability to translate quality data into actionable training and workflow changes while collaborating with BPO partners and internal teams.

Highest-signal resume keywords

Quality Assurance OperationsCall Center OperationsPerformance Metrics ManagementAI-Assisted Operational ToolingBPO Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AuditsKPI TrackingData-Driven RecommendationsOperational Process ImprovementTraining Development

Soft Skills

Organizational SkillsCritical ThinkingCollaboration

Tools & Technologies

Microsoft OfficeGoogle Suite

Certifications & Qualifications

High School DiplomaGEDEquivalent Certification

Industry Keywords

Travel ServicingBPOCustomer Service

About the role

Key responsibilities & impact

Manage the travel servicing quality program in collaboration with BPO partners and internal teams
Serve as the primary Quality liaison for BPO partners and provide operational direction to local quality teams
Manage performance metrics and track key KPIs to ensure quality and efficiency
Facilitate global calibration sessions to ensure consistent interpretation of the QA rubric
Conduct quality audits to ensure alignment with QA standards and drive performance improvements
Oversee the feedback loop from quality-identified gaps to agent coaching
Monitor coaching completion and performance trends, and partner with site leadership on remediation action plans
Translate quality data into training opportunities and operational workflow changes
Drive adoption of AI-assisted operational tooling for proactive, automated quality insights
Participate in special projects supporting Capital One Travel servicing operations

Requirements

What you’ll need

High School Diploma, GED, equivalent certification
At least 2 years of experience in call center operations
At least 2 years of experience working in quality assurance operations with a call center
At least 2 years of experience using Microsoft Office or Google Suite
At this time, Capital One will not sponsor a new applicant for employment authorization for this position
Preferred: Bachelor’s Degree
Preferred: 3+ years of experience in customer service and call center operations
Preferred: 3+ years of experience working in quality assurance operations with a call center
Preferred: 3+ years of experience using Microsoft Office or Google Suite
Experience working with BPO (Business Process Outsourcing) firms and scaling agent operations
Experience working in travel servicing
Strong quantitative orientation and critical thinking skills for identifying business challenges and providing data-driven recommendations
Strong organizational skills with the ability to manage multiple operational streams simultaneously
Direct experience rolling out AI-assisted operational tooling and operational process improvement

Benefits

Comp & perks

Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being
Reasonable accommodations for applicants with disabilities