Quality Assurance Manager, Security Operations Center (Sentry)

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.* 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* 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* High School Diploma, GED, or equivalent certification* At least 2 years experience in Process Management or Quality Assurance within a 24/7 operations environment* At least 2 years experience with Google Suite (Google Docs, Sheets, and Slides)* At least 2 years experience with call recording, incident management, and workforce management software* Bachelor’s degree or equivalent military experience* Training experience* Experience working in a security operations center, dispatch center, or contact center environment.* Certification in a relevant field (e.g., Six Sigma, Lean, Certified Quality Manager)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 . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. #J-18808-Ljbffr