Manager - Agent Quality, Process Management (Hybrid)

As a Manager within the Quality Organization you will be part of a highly collaborative talented team responsible for creating and enhancing strategies for quality assurance with a focus on agent quality. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the companys bottom line. You will monitor data trends to measure effectiveness and help define necessary benchmarks thresholds or KPIs as a means to drive agent quality improvements. You will educate and gain buy-in from key stakeholders as it relates to agent quality initiatives & process improvements.

We are seeking a dedicated disciplined leader who excels in a team environment and who can prioritize mission critical intent to ensure deadlines are met. This individual will have demonstrated that they have improved company processes and driven intent end to end in the past resulting in measurable improved outcomes. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Exceptional analytical skills attention to detail storytelling and the ability to adapt to a dynamic environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects (with or without direct reports).

Our Team is focused on Agent Quality (Branded as QXP) across Card & Bank Voice Channels:

• Standards for Call/Case Quality Assessment & Coaching

• Governance & Well Managed

• Calibration Execution & Oversight

• Agent Performance Monitoring Services

• Sage Product Partnership

Responsibilities Include:

• Developing strategy & intent to define and address Channels wide priorities

• Oversight and governance of the QXP metric to ensure effectiveness

• Leveraging existing tools and data to perform analysis and draw out actionable insights

• Responsible for overall QXP Program Governance which includes but is not limited to process testing building key process health metrics conducting annual standard reviews and ensuring the overall program is well managed

• Developing and maintaining formal process documentation including standard operating procedures L2 documentation and process flow diagrams

• Driving process improvements aligned with desired customer outcomes

• Collecting data and information to drive reporting & assess process performance

• Using process expertise to drive risk identification mitigation and remediation

• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions

• Maintaining an understanding of customer experience expectations by looking at internal and external signals

• Analyzing data from a variety of sources (Snowflake Amazon Connect Tableau Sage Optics etc) to identify the root cause of breakdowns impacting key performance metrics; specifically as it relates to agent quality

• Managing relationships with key stakeholders and partners across the broader Card organization; ensure effective communication and coordination

• Acting as a Quality subject matter expert to effectively partner on large scale projects or programs to achieve desired outcomes. Represent department interests where applicable

• Effectively navigating prioritization conversations to ensure focus applies to the highest value work aligned to business and customer needs

• Influencing partners across the company and across multiple levels of the organization to take action to resolve the issues detected through quality monitoring

The ideal candidate will have:

• A high level of proactivity autonomy and curiosity to invest in market research of industry benchmarks on the ever changing Quality landscape

• An ability to effectively prioritize by both sequencing work managing multiple large bodies of work and negotiating where necessary

• Excellent verbal and written communication skills including experience in strategic and senior-level presentation/storytelling; adept at unraveling complex processes or issues and presenting them through easily understandable stories

• Ability to thrive in a dynamic fast-paced and often highly ambiguous environment

• Strong teamwork skills that can flex to be able to both work independently or as a member of a project team to support high priority business needs

• A relentless focus on delivering a best-in class agent quality product and a passion for being the driver of meaningful change

Location: This role is hybrid where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma GED or equivalent certification

• At least 5 years of experience in process management project management or risk management

• At least 2 years of experience in people management

• At least 1 year experience working in customer facing role within operations quality risk or servicing strategy

Preferred Qualifications:

• Bachelors Degree or military experience

• PMP Lean Agile or Six Sigma certification

• 6 years of experience in process management project management or risk management

• 2 years of experience in relationship management

• 2 years of experience in call quality or operations servicing strategy

At this time Capital One will not sponsor a new applicant for employment authorization for this position.