Manager, Quality Assurance and Process Improvement

Capital One
McLean, Virginia
May 15, 2022
May 18, 2022
Full Time
Center 2 (19050), United States of America, McLean, Virginia

Manager, Quality Assurance and Process Improvement

Commercial Underwriting and Portfolio Management (UW&PM) is at the heart of Commercial lending--supporting the Commercial Bank's growth while ensuring we have a scalable, well-managed business. As a manager in our Quality Assurance and Process Improvement (QAPI) team within UW&PM, you will play a key role in our well-managed agenda. You will lead the team that builds and manages holistic quality assurance programs that define and measure quality, provide actionable recommendations based on findings, and partner with our underwriting segments to implement process improvements.

This role will have broad exposure to underwriters, portfolio managers, and key risk partners at all levels of the organization; and requires a detail-oriented, analytical, process-driven individual who is energized by understanding how things work and driven to find a better way.

The ideal candidate:
  • Has experience in underwriting or commercial lending, or is able to quickly internalize unfamiliar processes and be a thought partner to UW&PM leaders
  • Can both delve into the details and help envision a higher-level strategy
  • Is proficient in statistical samples, data analysis, and data-driven decision-making
  • Is process-minded, with the ability to anticipate potential challenges and roadblocks
  • Has a passion for the growth and development of themselves, their team and their processes

General Responsibilities:
  • Develop long-term quality assurance and process improvement strategy, raise awareness of program goals, and gain buy-in on the value of quality assurance & process improvement
  • Partner with UW&PM leaders and key risk partners to refine and adapt existing quality assurance programs and determine expansion strategies
  • Lead a team of 4 - 6 quality assurance specialists, ensuring error-free results from control testing and fostering their growth and development
  • Solidify sampling strategy to ensure it is statistically sound, and develop ambitious but achievable production goals
  • Analyze control testing results to determine trends and root causes, partner with stakeholders (e.g., UW&PM, policy, product, vendor operations) to develop process improvement recommendations
  • Refine reporting strategy and interaction model to increase adoption and implementation of process improvement recommendations
  • Establish feedback mechanism and strategy for prioritizing process improvement recommendations in the broader Continuous Improvement Program and technical backlog
  • Assess existing testing methodologies to identify areas of improvement and potential automation

Basic Qualifications:
  • Bachelor's Degree or Military experience
  • 4 years of experience in quality assurance and/or process management
  • 2 -4 years of experience in financial services, commercial lending, or underwriting, or demonstrated ability to be a thought partner to senior leaders in a new industry
  • At least 2 years of people management experience

Preferred Qualifications:
  • 5+ years of experience in quality assurance and/or process management
  • 5+ years of experience in financial services, commercial lending, or underwriting
  • 3 - 5 years of people management experience
  • Lean, Six Sigma or Business Process Management certification

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

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.

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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).

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