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

Basic Qualifications:

• 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

Preferred Qualifications:

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

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
  • 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.

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.

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

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

Basic Qualifications:

• 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

Preferred Qualifications:

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

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
  • 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.

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.

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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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