Director, Quality Assurance and Risk Management

Capital One
McLean, Virginia
Jun 10, 2022
Jul 10, 2022
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Director, Quality Assurance and Risk Management

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 100 miles driving distance from one of our Capital One hubs in McLean, VA, Richmond, VA, or Melville, NY.

The Commercial Operations team is seeking a dynamic leader to lead the continued expansion of our Quality Assurance program. Commercial Operations is accountable for managing Closing and Loan Servicing, Capital Markets Operations, and Treasury Management, as well as providing oversight for the Commercial Bank Complaints program..

In this role, you will work closely with senior leaders and operations managers across Commercial Operations to implement and enhance our quality assurance processes. You will have the opportunity to build something new and work with smart, talented people who will challenge you to excel and grow.

The Role :

The Commercial Operations - Risk Management, Quality Assurance leader will be accountable for the following:
  • Managing a team of quality assurance team leaders and associates;
  • Bringing quality assurance functions across operational functions under one team to drive consistency in QA processes and meet our well managed objectives;
  • Performing control testing, as well as other accuracy and quality testing across samples;
  • Migrating the QA workflow, results and reporting to a single system of record;
  • Maintaining up to date process and test requirements;
  • Instilling a culture of continuous improvement;
  • Reporting results on a regular basis to operations managers and Commercial Operations leadership;
  • Providing recommendations on remediation or process changes and influencing timely implementation to improve performance
  • Identifying opportunities for innovation and process redesign based on insights from test results and risk assessments;
  • Establishing and nurturing productive relationships across Commercial Bank, lines of business and partner groups.

The candidate should be :

  • Process and analytical-oriented, with skills across process, project, risk, technology, and people management
  • A strategic thinker who can effectively influence and execute against that strategy
  • Driven to deliver results and able to influence across a large group of stakeholders to achieve those results
  • Process-minded, with the ability to anticipate and resolve potential challenges in those processes
  • Team-focused, with demonstrated strong relationship-building and collaboration skills
  • Adaptable and flexible
  • Exceptional communicator

Work at Home Technology Requirements :
  • A secure home office environment that is free from background noise and distractions
  • A reliable private internet connection that is not supplied by use cellular data (hot spot)
    • Cable or fiber connections are preferred
    • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here . To test your home internet from your personal computer at home, type into the web browser of your personal computer.
    • Sustained ability to maintain latency less than 250 ms in voice calls is required
  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
    • A private network is password protected where you have ownership or line of sight to every device on the network
  • 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.

Candidates must live within 100 miles of a hub site in McLean, VA, Richmond, VA, or Melville, NY.

Basic Qualifications :

  • Bachelor's Degree or Military experience
  • At least 5 years of financial services industry experience
  • At least 5 years of experience building or running a quality assurance program
  • At least 3 years of people leadership experience

Preferred Qualifications :
  • Masters or MBA degree
  • 4+ years of experience in payments operations
  • Lean, Agile, Six Sigma, Business Process Management, or Project 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.

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 . 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

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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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