Quality Assurance Manager, Security Operations Center (Sentry)

Quality Assurance Manager, Security Operations Center (Sentry)

At Capital One, we dare to dream, disrupt and deliver a better way. Our goal is simple—bring ingenuity, simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization where development matters as much as our ability to provide collaborative and secure environments that drive connection, innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value, celebrate and respect each teammate's unique talents, experience, and contributions.

In GWS, our team manages a diverse portfolio of mixed-use owned and leased properties. We’re constantly transforming our workplace to enable our employees to work the way they work best. But it doesn’t stop there. We don’t just reimagine and create fabulous spaces and amenities, we also manage and operate them and ensure the safety and security of our employees and the community—we’re a well-oiled machine! That’s why our team is looking to add a Security Operations Center (SOC) Quality Assurance Manager.

The Sentry Quality Assurance Manager optimizes the performance, processes, and customer service of our 24/7/365 security operations center (SOC). This individual will work directly with Sentry shift supervisors and frontline operators to assess, analyze, and enhance all aspects of our service delivery, with a specific focus on our call queue, incident handling, and overall operational efficiency. This role will also partner closely with the Sentry training manager to incorporate learnings and best practices into exercises and onboarding materials. 

The Ideal Candidate Should:

• Have a strong background in quality assurance

• Be knowledgeable about Security Operations Center operational processes, procedures, and resources

• Possess a deep understanding of physical security concepts, including alarm monitoring, access control, and video surveillance. Be passionate about coaching and developing people

• Foster a culture of care, inclusivity, and psychological safety

• Provide timely communications to the appropriate audience via the optimal channel and comfortable addressing/addressing to senior leaders and teams 

• Possess strong analytical skills with the ability to interpret data and identify trends with accuracy and attention to detail

• Experience with project management and managing multiple , simultaneous tasks

• Ability to adapt to change, embrace bold ideas, and are intellectually curious

• Be able to manage information with appropriate discretion

• Comfortable with ambiguity/working in white space

• Uses multiple sources to ground information

• Strong collaboration, interpersonal and coaching skills

• Excellent time management and organizational skills

Key Responsibilities:

• Maintain, monitor, and enhance the SOC call Q/A process to set objectives, ensure objectives are met, and provide feedback to SOC Supervisors and the SOC Training Administrator

• Assist the SOC Training Administrator with training initiatives

• Manage and adjust the SOC schedule to ensure adequate shift coverage

• Monitor the SOC assigned incident reports to ensure they are closed out in a timely manner to meet compliance requirements

• Monitor CCTV and Law Enforcement contact audits to ensure they are completed on time

• Update SOC organization charts for both associates and contractors

• Collaborate with SOC Supervisors and Training Administrator for quarterly PI Planning 

• Collaborate with the GWS Analytics team to track SOC metrics (alarms, calls, emails) to identify trends for excellent service and opportunities

• Participate on cross-functional project teams and provide input for process improvement initiatives

• Independently gather data and information, using analytics and reporting to inform senior leadership

• Tracking and resolving process breakdowns

• Understanding customers’ needs of the process and driving process improvements

• Research and implement best practices

Basic Qualifications:

• High School Diploma, GED, or equivalent ce