Work From Home, Principal Associate Process Manager- Quality Management Operations

Posted Date 4/29/2025 Description Work From Home, Principal Associate Process Manager- Quality Management Operations Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice. ??23060 (Richmond, VA) ??23320 (Chesapeake, VA) ??33634 (Tampa, FL) ??89144 (Las Vegas, NV) ??75024 (Plano, TX) ??19801 (Wilmington, DE) As a Principal Process Manager on the Quality Management Operations (QMO) team, you will be part of a highly collaborative, talented team responsible for creating and enhancing strategies for quality assurance with a focus on error and risk reduction. This position requires leveraging data and analysis to identify and propose improvements to address the root cause of quality errors or other breakdowns for key performance indicators. The ability to build and deliver a compelling story with both qualitative and quantitative data is critical to success. You will work closely with seniors leaders and key stakeholders across the network to deliver results for the Channels Quality team aimed at detecting breakdowns and driving toward issue resolution. This will require you to contextualize business performance and understand and interpret data to develop highly actionable recommendations for our customers. We??e looking for someone that enjoys investigating complex processes, collaborating across teams, thinking horizontally, and is inspired by delivering exceptional customer experiences. Responsibilities include: ??Leveraging existing tools, and development of new tools, to detect potential issues in business or process performance at scale ??Developing strategy to define problem statements and investigate potential issues detected ??Using a data scripting language (Python, SQL, Databricks) to target samples for review ??Analyzing data from a variety of sources (Snowflake, Amazon Connect, Tableau, etc) to identify the root cause of breakdowns impacting key performance metrics ??Packaging insights, data analytics and monitoring outputs to drive actionable results; methodically solution complex problems ??End-to-end ownership of high priority, high risk, or high complexity monitoring plans. This includes removing obstacles to move work through the Quality ecosystem ??Socializing process breakdowns and driving issue resolution and risk mitigation activities with the right stakeholders and issue owners ??Managing relationships with key stakeholders and partners across the broader Card organization; ensure effective communication and coordination ??Acting as a Quality subject matter expert to effectively partner on large scale projects or programs to achieve desired outcomes. Represent department interests where applicable ??Demonstrating expert level skills in Google Slides, specifically in building a compelling and concise story with data ??Effectively navigating prioritization conversations to ensure focus applies to the highest value work aligned to business and customer needs ??Influencing partners across the company and across multiple levels of the organization to take action to resolve the issues detected through quality monitoring The ideal candidate will have: ??A high level of proactivity, curiosity and passion for process improvement & project delivery and be driven by measurable results ??Demonstrated a passion for problem solving based on prioritization values, process assessment, and data analysis ??Experience navigating and translating data (such as SQL, SnowFlake, etc) ??Excellent verbal and written communication skills, including experience in strategic and senior-level presentation; adept at unraveling complex processes or issues and presenting them through easily understandable stories ??Strong time management and organizational skills to balance multiple priorities without compromising quality or timeliness ??Experience in managing multiple requests, prioritizing based on areas with highest anticipated return on investment, and effectively negotiating backlog / prioritization conversations with direct and indirect leaders ??Ability to thrive in a dynamic, fast-paced, and sometimes ambiguous environment. Conceptual thinking skills must be complemented by a strong quantitative orientation ??Experience working independently or as a member of a project team to support high priority business needs ??Strong collaboration skills with the ability to work across multiple departments Basic Qualifications: ??High School Diploma, GED, or Equivalent Certification ??At least 1 year of experience using Google Suite or Microsoft Office ??At least 2 years of Project or Process Management Experience ??At least 1 year of experience leveraging a data scripting language (Examples: Python, R, Spark, SQL) Preferred Qualifications: ??Bachelor?? Degree or Military experience ??PMP, Lean, Agile or Six Sigma certification ??2+ years of experience in Quality monitoring ??5 + years of experience in Process or Project Management ??5 + years of experience in Relationship Management ??5+ years of experience leveraging a data scripting language (Examples: Python, R, Spark, SQL) Work from Home Technology Requirements ??Secure home office environment that is free from background noise and distractions ??Reliable private internet connection that is not supplied via cellular data or hotspot is required ??A private network that is password protected where you have ownership or line of site sight to every device on the network ??Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) ??Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions ??ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred ??To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page ??Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience. Work from Home Location Requirements Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE) and report in person, when required, with at least than 24 hours notice. We are unable to consider applicants who: ??Do not maintain network-compatible internet access ??Live or work beyond the 100 mile radius of their dedicated location, or ??Live or work in the state of California. 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. Sales Territory: $93,400 - $106,600 for Principal Process Manager Plano, TX: $93,400 - $106,600 for Principal Process Manager Chesapeake, VA: $93,400 - $106,600 for Principal Process Manager Tampa, FL: $93,400 - $106,600 for Principal Process Manager Richmond, VA: $93,400 - $106,600 for Principal Process Manager Candidates 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 candidate?? 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 the Capital 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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?? Fair Chance Act; Philadelphia?? 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 [email protected]. 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 [email protected] 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). Work From Home, Principal Associate Process Manager- Quality Management Operations Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice. ??23060 (Richmond, VA) ??23320 (Chesapeake, VA) ??33634 (Tampa, FL) ??89144 (Las Vegas, NV) ??75024 (Plano, TX) ??19801 (Wilmington, DE) As a Principal Process Manager on the Quality Management Operations (QMO) team, you will be part of a highly collaborative, talented team responsible for creating and enhancing strategies for quality assurance with a focus on error and risk reduction. This position requires leveraging data and analysis to identify and propose improvements to address the root cause of quality errors or other breakdowns for key performance indicators. The ability to build and deliver a compelling story with both qualitative and quantitative data is critical to success. You will work closely with seniors leaders and key stakeholders across the network to deliver results for the Channels Quality team aimed at detecting breakdowns and driving toward issue resolution. This will require you to contextualize business performance and understand and interpret data to develop highly actionable recommendations for our customers. We??e looking for someone that enjoys investigating complex processes, collaborating across teams, thinking horizontally, and is inspired by delivering exceptional customer experiences. Responsibilities include: ??Leveraging existing tools, and development of new tools, to detect potential issues in business or process performance at scale ??Developing strategy to define problem statements and investigate potential issues detected ??Using a data scripting language (Python, SQL, Databricks) to target samples for review ??Analyzing data from a variety of sources (Snowflake, Amazon Connect, Tableau, etc) to identify the root cause of breakdowns impacting key performance metrics ??Packaging insights, data analytics and monitoring outputs to drive actionable results; methodically solution complex problems ??End-to-end ownership of high priority, high risk, or high complexity monitoring plans. This includes removing obstacles to move work through the Quality ecosystem ??Socializing process breakdowns and driving issue resolution and risk mitigation activities with the right stakeholders and issue owners ??Managing relationships with key stakeholders and partners across the broader Card organization; ensure effective communication and coordination ??Acting as a Quality subject matter expert to effectively partner on large scale projects or programs to achieve desired outcomes. Represent department interests where applicable ??Demonstrating expert level skills in Google Slides, specifically in building a compelling and concise story with data ??Effectively navigating prioritization conversations to ensure focus applies to the highest value work aligned to business and customer needs ??Influencing partners across the company and across multiple levels of the organization to take action to resolve the issues detected through quality monitoring The ideal candidate will have: ??A high level of proactivity, curiosity and passion for process improvement & project delivery and be driven by measurable results ??Demonstrated a passion for problem solving based on prioritization values, process assessment, and data analysis ??Experience navigating and translating data (such as SQL, SnowFlake, etc) ??Excellent verbal and written communication skills, including experience in strategic and senior-level presentation; adept at unraveling complex processes or issues and presenting them through easily understandable stories ??Strong time management and organizational skills to balance multiple priorities without compromising quality or timeliness ??Experience in managing multiple requests, prioritizing based on areas with highest anticipated return on investment, and effectively negotiating backlog / prioritization conversations with direct and indirect leaders ??Ability to thrive in a dynamic, fast-paced, and sometimes ambiguous environment. Conceptual thinking skills must be complemented by a strong quantitative orientation ??Experience working independently or as a member of a project team to support high priority business needs ??Strong collaboration skills with the ability to work across multiple departments Basic Qualifications: ??High School Diploma, GED, or Equivalent Certification ??At least 1 year of experience using Google Suite or Microsoft Office ??At least 2 years of Project or Process Management Experience ??At least 1 year of experience leveraging a data scripting language (Examples: Python, R, Spark, SQL) Preferred Qualifications: ??Bachelor?? Degree or Military experience ??PMP, Lean, Agile or Six Sigma certification ??2+ years of experience in Quality monitoring ??5 + years of experience in Process or Project Management ??5 + years of experience in Relationship Management ??5+ years of experience leveraging a data scripting language (Examples: Python, R, Spark, SQL) Work from Home Technology Requirements ??Secure home office environment that is free from background noise and distractions ??Reliable private internet connection that is not supplied via cellular data or hotspot is required ??A private network that is password protected where you have ownership or line of site sight to every device on the network ??Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) ??Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions ??ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred ??To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page ??Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience. Work from Home Location Requirements Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE) and report in person, when required, with at least than 24 hours notice. We are unable to consider applicants who: ??Do not maintain network-compatible internet access ??Live or work beyond the 100 mile radius of their dedicated location, or ??Live or work in the state of California. 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. Sales Territory: $93,400 - $106,600 for Principal Process Manager Plano, TX: $93,400 - $106,600 for Principal Process Manager Chesapeake, VA: $93,400 - $106,600 for Principal Process Manager Tampa, FL: $93,400 - $106,600 for Principal Process Manager Richmond, VA: $93,400 - $106,600 for Principal Process Manager Candidates 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 candidate?? 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 the Capital 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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?? Fair Chance Act; Philadelphia?? 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 [email protected]. 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 [email protected] 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). Salary 93,400.00 - 106,600.00 Annual Type Full-time