Quality Assurance Manager, Security Operations Center (Sentry)
Quality Assurance Manager, Security Operations Center (Sentry)
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Job Description
At Capital One we dare to dream disrupt and deliver a better way. Our goal is simplebring ingenuity simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization where development matters as much as our ability to provide collaborative and secure environments that drive connection innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value celebrate and respect each teammates unique talents experience and contributions.
In GWS our team manages a diverse portfolio of mixed-use owned and leased properties. Were constantly transforming our workplace to enable our employees to work the way they work best. But it doesnt stop there. We dont just reimagine and create fabulous spaces and amenities we also manage and operate them and ensure the safety and security of our employees and the communitywere a well-oiled machine! Thats why our team is looking to add a Security Operations Center (SOC) Quality Assurance Manager.
The Sentry Quality Assurance Manager optimizes the performance processes and customer service of our 24/7/365 security operations center (SOC). This individual will work directly with Sentry shift supervisors and frontline operators to assess analyze and enhance all aspects of our service delivery with a specific focus on our call queue incident handling and overall operational efficiency. This role will also partner closely with the Sentry training manager to incorporate learnings and best practices into exercises and onboarding materials.
The Ideal Candidate Should:
Have a strong background in quality assurance
Be knowledgeable about Security Operations Center operational processes procedures and resources
Possess a deep understanding of physical security concepts including alarm monitoring access control and video surveillance. Be passionate about coaching and developing people
Foster a culture of care inclusivity and psychological safety
Provide timely communications to the appropriate audience via the optimal channel and comfortable addressing/addressing to senior leaders and teams
Possess strong analytical skills with the ability to interpret data and identify trends with accuracy and attention to detail
Experience with project management and managing multiple simultaneous tasks
Ability to adapt to change embrace bold ideas and are intellectually curious
Be able to manage information with appropriate discretion
Comfortable with ambiguity/working in white space
Uses multiple sources to ground information
Strong collaboration interpersonal and coaching skills
Excellent time management and organizational skills
Key Responsibilities:
Maintain monitor and enhance the SOC call Q/A process to set objectives ensure objectives are met and provide feedback to SOC Supervisors and the SOC Training Administrator
Assist the SOC Training Administrator with training initiatives
Manage and adjust the SOC schedule to ensure adequate shift coverage
Monitor the SOC assigned incident reports to ensure they are closed out in a timely manner to meet compliance requirements
Monitor CCTV and Law Enforcement contact audits to ensure they are completed on time
Update SOC organization charts for both associates and contractors
Collaborate with SOC Supervisors and Training Administrator for quarterly PI Planning
Collaborate with the GWS Analytics team to track SOC metrics (alarms calls emails) to identify trends for excellent service and opportunities
Participate on cross-functional project teams and provide input for process improvement initiatives
Independently gather data and information using analytics and reporting to inform senior leadership
Tracking and resolving process breakdowns
Understanding customers needs of the process and driving process improvements
Research and implement best practices
Basic Qualifications:
High School Diploma GED or equivalent certification
At least 2 years experience in Process Management or Quality Assurance within a 24/7 operations environment
At least 2 years experience with Google Suite (Google Docs Sheets and Slides)
At least 2 years experience with call recording incident management and workforce management software
Preferred Qualifications:
Bachelors degree or equivalent military experience
Training experience
Experience working in a security operations center dispatch center or contact center environment.
Certification in a relevant field (e.g. Six Sigma Lean Certified Quality Manager)
At this time Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean VA: $102700 - $117200 for Principal Process ManagerCandidates hired to work in other locations will be subject to the pay range associated with that location and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidates offer letter.
This role is also eligible to earn performance based incentive compensation which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.Capital One offers a comprehensive competitive and inclusive set of health financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status exempt or non-exempt status and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE including disability/vet) committed to non-discrimination in compliance with applicable federal state and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries including to the extent applicable Article 23-A of the New York Correction Law; San Francisco California Police Code Article 49 Sections 4901-4920; New York Citys Fair Chance Act; Philadelphias Fair Criminal Records Screening Act; and other applicable federal state and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position and you require an accommodation please contact Capital One Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital Ones recruiting process please send an email to
Capital One does not provide endorse nor guarantee and is not liable for third-party products services educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Required Experience:
Manager
Employment Type
Full-Time
