Capital One National Association
Quality Assurance Manager, Security Operations Center (Sentry)
Capital One National Association, Mc Lean, Virginia, us, 22107
Overview
Quality Assurance Manager, Security Operations Center (SOC) – Sentry. The Sentry Quality Assurance Manager optimizes the performance, processes, and customer service of Capital One's 24/7/365 Security Operations Center. This role works directly with Sentry shift supervisors and frontline operators to assess, analyze, and enhance all aspects of service delivery, with a focus on the call queue, incident handling, and overall operational efficiency. It partners with the Sentry training manager to incorporate learnings and best practices into exercises and onboarding materials. The ideal candidate should: Ideal Candidate Should
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 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 be 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 Key Responsibilities
Maintain, monitor, and enhance the SOC call QA 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 Basic Qualifications
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 (Docs, Sheets, Slides) At least 2 years experience with call recording, incident management, and workforce management software Preferred Qualifications
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) 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. Salaries for part-time roles will be prorated. McLean, VA: $102,700 - $117,200 for Principal Process Manager. Candidates hired to work in other locations will be subject to the pay range associated with that location. The actual annualized salary amount offered will be reflected in the offer letter. This role is also eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Capital One offers a comprehensive, inclusive set of health, financial and other benefits. Learn more at the Capital One Careers website. Eligibility varies based on status. This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination. Capital One promotes a drug-free workplace. Capital One will consider qualified applicants with a criminal history in compliance with applicable laws. If you require accommodations, contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information will be kept confidential and used only to provide needed reasonable accommodations. Careers inquiries: Careers@capitalone.com. Capital One does not provide, endorse nor guarantee third-party products or services listed on external sites. All positions posted are for Capital One entities as appropriate by location.
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Quality Assurance Manager, Security Operations Center (SOC) – Sentry. The Sentry Quality Assurance Manager optimizes the performance, processes, and customer service of Capital One's 24/7/365 Security Operations Center. This role works directly with Sentry shift supervisors and frontline operators to assess, analyze, and enhance all aspects of service delivery, with a focus on the call queue, incident handling, and overall operational efficiency. It partners with the Sentry training manager to incorporate learnings and best practices into exercises and onboarding materials. The ideal candidate should: Ideal Candidate Should
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 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 be 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 Key Responsibilities
Maintain, monitor, and enhance the SOC call QA 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 Basic Qualifications
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 (Docs, Sheets, Slides) At least 2 years experience with call recording, incident management, and workforce management software Preferred Qualifications
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) 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. Salaries for part-time roles will be prorated. McLean, VA: $102,700 - $117,200 for Principal Process Manager. Candidates hired to work in other locations will be subject to the pay range associated with that location. The actual annualized salary amount offered will be reflected in the offer letter. This role is also eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Capital One offers a comprehensive, inclusive set of health, financial and other benefits. Learn more at the Capital One Careers website. Eligibility varies based on status. This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination. Capital One promotes a drug-free workplace. Capital One will consider qualified applicants with a criminal history in compliance with applicable laws. If you require accommodations, contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information will be kept confidential and used only to provide needed reasonable accommodations. Careers inquiries: Careers@capitalone.com. Capital One does not provide, endorse nor guarantee third-party products or services listed on external sites. All positions posted are for Capital One entities as appropriate by location.
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