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Sr. Quality Assurance Coordinator

Richmond, VA
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  • Job Code
    capitalone2-R35814
Company Capital One

Job Title: Sr. Quality Assurance Coordinator

JobID: capitalone2-R35814

Location: Richmond, VA, 23261, USA

Description: Knolls 4 (12021), United States of America, Glen Allen, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



Sr. Quality Assurance Coordinator



Supporting Small Business Bank, the Quality teams performs complex quality monitoring where some judgement is needed. They perform root cause analysis on issues, and provides recommendations to business customers. As a member of the team, one would be expected to identify quality issues and communicate them to business customers, serve as a SME for quality projects, clarify policies for floor associates, and manage education rollouts. The role requires deep knowledge on the most complex QA procedures and the ability to perform autonomous review of phone calls and back office work. Team members directly own and manage a relationship in their area and may perform trending analysis and other reporting for that area.



**Job Description:**



+ Perform complex phone and/or process monitoring in gray/subjective areas

+ Serve as an SME on projects for QA

+ Perform root cause analysis of quality issues, develop recommendations for solutions, and own the process for implementation

+ Set and self-monitor against quality targets

+ Identify broad quality issues and communicate them to business customers

+ Clarify policies for floor associates

+ Must be able to multi-task



**Basic Qualifications:**



High School degree or equivalent



At least 3 years in a quality assurance role



At least 3 years in a clerical, process, or phone-based role



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



Categories

  • Management

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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Sr. Quality Assurance Coordinator

Capital One
Richmond, VA

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Sr. Quality Assurance Coordinator

Capital One
Richmond, VA

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