COAF Quality Assurance Sr. Coordinator (Work from Home)

COAF Quality Assurance Sr. Coordinator (Work from Home)

As a COAF Quality Assurance Sr. Coordinator at Capital One, you will be part of a talented team responsible for partnering with your dedicated line of business in the Fraud/Disputes department to help improve the customer experience. The selected candidate will also be responsible for supporting delivery of quality measurements, providing effective/measurable feedback, and owning process improvements. We are looking for individuals who excel in a team environment, have strong communication skills, integrative thinking skills, and the ability to adapt to change quickly.  

Responsibilities:

• Conduct production sampling, and other quality assurance testing measurements that provide information critical to assessing process execution and customer experience.

• Perform data entry and data research activities.

• Respond to questions and requests from management and key stakeholders.

• Execute and provide recommendations for process improvements and/or operating procedures.

• Calibrate performance standards with peers and dedicated line of business

• Document procedures in accordance with established policies

• Generate and distribute updates and reports as needed

Job Level: Sr. Coordinator

Work Schedule: Monday - Friday 7am - 4pm CST

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

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. 

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 3 years Customer Service or Call Center experience

• At least 1 year experience working in the Financial Industry

• At least 1 year of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• At least 2 years of experience using Microsoft Excel & Google Suite

• At least 4 years Customer Service or Call Center experience

• At least 2 years experience working in the Financial Industry

• At least 1 year of Quality Monitoring or Quality Assurance experience

• At least 1 year of experience in Compliance or Risk Management

• At least 1 year of experience in Dealer Funding