Sr. Associate, Travel Call Center Quality Operations
Core
Lead quality operations for a global travel call center network, transforming QA from retrospective measurement into a proactive driver of agent proficiency and service excellence.
Role type
Senior Quality Operations Lead (Call Center)
Builds
Consistent service standards and performance metrics across BPO partners and internal sites for Capital One Travel.
Domain
Travel services / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Call center operations management, Quality Assurance (QA) operations, BPO partner oversight, Global calibration facilitation, Data-driven performance analysis, AI-assisted tooling adoption, Operational process improvement
Preferred skills
Travel servicing experience, Scaling BPO operations, Quantitative analysis, Critical thinking, Organizational management, AI tool rollout experience
Responsibilities
Manage travel servicing quality program and BPO partner performance; Facilitate global QA rubric calibration sessions; Conduct quality audits and monitor coaching completion; Translate quality data into training opportunities and workflow changes; Drive adoption of AI-assisted operational tooling.
Seniority
Senior, hands-on IC with strategic oversight