Plano 3 (31063), United States of America, Plano, Texas

Quality Assurance Unit Manager (Hybrid)

As a Quality Assurance, Unit Manager at Capital One, you will be part of a smart, talented team responsible for partnering within the recently launched Navigator Platform to ensure we are providing the best customer experience in the industry, while upholding the Capital One standards & policies. Your amazing team is made up of 15-20 Principal & Senior Coordinators who are responsible for monitoring quality across an organization of 100-150 associates across the Platform. We expect this manager to promote engagement & inclusivity. Maintaining high levels of morale through change is both exciting & essential for leaders like you, as our digital product offerings continue to expand. Unit Managers manage, develop and motivate this internal team of associates and strive to exceed standards of quality, policies & procedures.

You’ll love the role & be successful if…

• You have a passion for leading, developing and providing delightful experiences for direct reports & partners

• You are a promoter of diversity, inclusion, and belonging

• You are well-versed in using Google Sheets, Excel, etc. to analyze data

• You are able to quickly identify trends and escalate as necessary to help the organization

• You effectively prioritize your commitments & your team's responsibilities

• You are effective at communicating concerns that your team raises to mitigate risk

• You are easily able to articulate difficult concepts to multiple levels of management

• You naturally use data insights to influence process improvements & decisions

• You are a hands-on, engaged leader

• You love to dream & have big ideas to enhance your team & responsibilities

**This position does require onsite attendance **
Location: This role is hybrid, where you will be expected to be in the office In Plano, TX for certain aspects of the role.

General Responsibilities:

• Collaborate & work well with internal partners and stakeholders

• Communicate and collaborate with various levels of leadership

• Provides recommendations to process and product owners for improvements based on best practice and regulatory/compliance standards

• Autonomously execute deliverables, on time, with appropriate escalations

• Able to prioritize deliverables based on strict deadlines

• Ensure employees understand how the task performed help mitigate risk and protect the brand and reputation of the company

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

• Plan, develop, execute and monitor all Quality evaluation processes and procedures

• Provide real-time, actionable feedback to improve and maintain high quality customer experience

• Accountable for achieving business goals for a team of associates

• Share in the accountability for a business level function team (Logistics, quality, innovation, morale)

• Motivate and develop associates to help them achieve their career aspirations

• Able to comfortably, but effectively manage underperforming associates

• Manage business level metrics to high efficiency standards

• Review reporting on team and individual levels to measure and impact performance

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 2 years of experience in People Management

• At least 2 years of experience in Quality Assurance OR Risk Management OR Process Management

Preferred Qualifications:

• At least 1 year of experience in Compliance

• At least 2 years of Auto Finance experience

• At least 2 years of experience in Process Management

• At least 4 years of experience in People Management in a Quality Assurance role

• Bachelor's Degree or military experience

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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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.

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 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. 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 One's recruiting process, please send an email to Careers@capitalone.com

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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).