Work at Home- Quality Assurance Principal Coordinator

Capital One•Richmond, VA

7d•Remote

About The Position

Work at Home- Quality Assurance Principal Coordinator Enterprise Payments is one of the largest divisions in the Retail Bank. This team's scope is horizontal across the bank and as such, it supports numerous critical processes and transactions. As a Principal Coordinator in Enterprise Payments you will execute activities in a fast-paced, multi-function, multi-team operation tasked with delivering an exceptional end-to-end payments experience for our customers. Summary of Responsibilities: Perform Quality Control (QC) on manual processes within Enterprise Payments Track all daily work in real-time including but not limited to Disputes cases and Returns and Exceptions. Report immediately all errors found to leadership for immediate resolution Host weekly calibration sessions with QC and LOB Follows direction and executes tasks efficiently Follows and updates procedures and meets regulatory and customer experience requirements May make effective independent decisions, when necessary Works with management to identify process improvements Contributes in project settings in a limited capacity May be trained to support multiple payment processes Utilizing strong communication skills to support and develop fellow team members

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of customer service or call center experience
At least 2 years experience working in the financial industry (or banking or credit card industry)
At least 1 year of experience using Google Suite or Microsoft Office
At least 6 months of quality monitoring or quality assurance experience
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
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
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.
This role is 100% work from home.
We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.
Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Nice To Haves

At least 3 years of experience in the financial industry
At least 1 year of quality monitoring or quality assurance experience

Responsibilities

Perform Quality Control (QC) on manual processes within Enterprise Payments
Track all daily work in real-time including but not limited to Disputes cases and Returns and Exceptions.
Report immediately all errors found to leadership for immediate resolution
Host weekly calibration sessions with QC and LOB
Follows direction and executes tasks efficiently
Follows and updates procedures and meets regulatory and customer experience requirements
May make effective independent decisions, when necessary
Works with management to identify process improvements
Contributes in project settings in a limited capacity
May be trained to support multiple payment processes
Utilizing strong communication skills to support and develop fellow team members