[Remote] Work From Home Quality Assurance (QA) Operations Manager - Bank Voice

Note: The job is a remote job and is open to candidates in USA. Capital One is a leading financial services company, and they are seeking a Work From Home Quality Assurance (QA) Operations Manager for their Bank Voice team. The role involves managing a production team to ensure quality standards and compliance are met, as well as driving process improvements and mentoring team members. Responsibilities • Lead a high-performing team of quality assurance analysts, ensuring the execution and fulfillment of quality monitoring production. • Coach and mentor direct reports, fostering a high-performing team focused on production, analysis, and process management. • Advocate for robust well-managed principles by maintaining comprehensive process documentation, ensuring audit readiness, and adopting a continuous improvement methodology. • Create and validate processes and strategies to drive excellence in operational execution. • Design and produce metrics used to measure your team's efficiency and effectiveness. • Drive process improvements aligned with desired customer outcomes. • Serve as a subject matter expert on quality intent, representing Bank Voice QA in projects and meetings. • Lead special projects and initiatives as needed, ensuring timely and effective completion. Skills • High School Diploma, GED or Equivalent Certification • At least 2 years of experience in Call Center Operations • At least 4 years of People Management experience • At least 2 years of Process Management Experience • At least 2 years of experience using Google Suite • Bachelors Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics • At least 1 years of experience leading a Quality Assurance (QA) team • At least 3 years of experience in Process Management • At least 3 years of experience in Call Center Operations • At least 5 years of People Management experience • Business Process Management (BPM), Lean, or Six Sigma Certification Benefits • Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Company Overview • Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services. It was founded in 1994, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.capitalone.com. Apply tot his job Apply To this Job