Sr. Quality Coordinator, QMO

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Sr. Quality Coordinator, QMO

Summary:

Coordinate the Quality Measurement reviews of one or more monitoring functions or an assigned area within the Quality Monitoring department. Support internal and external customers by developing solutions to improve quality results and operational effectiveness.

Work Setup: Hybrid. Candidates must be amenable to a night shift schedule. 

General Responsibilities:

• Manage a quality monitoring sample within the required timeline and communicate results to management 

• Initiate and conduct research for varied quality related issues 

• Recommend improvements to quality processes, policies and procedures 

• Develop action plans to improve service to internal and external customers and make recommendations to reduce operating costs and increase efficiency 

• Facilitate quality calibrations. 

• Document discussion and manage action items as needed 

• Partner in the design and implementation of new or revised measurement criteria within areas of responsibility. 

• Adhere to compliance and operational risk controls in accordance with company and regulatory standards, policies and practices. Report control weaknesses, compliance breaches and operational loss events 

• Complete other related duties as assigned.  

JOB SPECIFICATIONS/QUALIFICATIONS 

Educational Background: Bachelor’s Degree 

Professional Experience: Relevant experience in the field of quality control or in a call center environment Partnership and Branded Card Fraud, Partnership Servicing and Branded Core Servicing experience a plus 

Skills Required: 

• Critical Thinking

• Analytical thinking 

• Active listening skills 

• Excellent oral and written communication skills

• Great attention to detail 

• Good interpersonal skills 

• Ability to adapt in a fast-paced and dynamic work environment 

• Team player  

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 City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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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).