Quality Assurance Manager, Security Operations Center (Sentry)

Security Operations Center (SOC) Quality Assurance Manager

At Capital One, we dare to dream, disrupt and deliver a better way. Our goal is simplebring ingenuity, simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization where development matters as much as our ability to provide collaborative and secure environments that drive connection, innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value, celebrate and respect each teammate's unique talents, experience, and contributions.

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 communitywe're a well-oiled machine! That's why our team is looking to add a Security Operations Center (SOC) Quality Assurance Manager.

The Sentry Quality Assurance Manager optimizes the performance, processes, and customer service of our 24/7/365 security operations center (SOC). This individual will work directly with Sentry shift supervisors and frontline operators to assess, analyze, and enhance all aspects of our service delivery, with a specific focus on our call queue, incident handling, and overall operational efficiency. This role will also partner closely with the Sentry training manager to incorporate learnings and best practices into exercises and onboarding materials.

The 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 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

Key Responsibilities:

• 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

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 (Google Docs, Sheets, and 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. 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.

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, 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. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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.