Sr. Associate, Travel Call Center Quality Operations

Discover Financial
Richmond, Chicago, New York
Workplace: OnsiteFull timeUSD 88,800 - 101,300 annuallyFunction: Quality & Regulatory (Non-Software)Experience: 2+ yearsEducation: high_schoolSkills: ["Data-driven thinking","Critical thinking","Organizational skills","Ability to manage multiple streams","Innovation/adoption mindset"]

Own and evolve quality operations for a global travel call center network. Manage the QA program, partner with BPO teams, and ensure scoring rubric integrity through calibration and audits. Turn quality insights into coaching, remediation, and operational improvements that reduce customer effort. Drive adoption of AI-assisted tooling to move from manual sampling to proactive, automated insight generation, and support special projects for service excellence.

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FursaFursa
Discover Financial
Discover Financial
2 days ago

Sr. Associate, Travel Call Center Quality Operations

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Last checked: 12 hours agoStatus: Live

Job Summary

Own and evolve quality operations for a global travel call center network. Manage the QA program, partner with BPO teams, and ensure scoring rubric integrity through calibration and audits. Turn quality insights into coaching, remediation, and operational improvements that reduce customer effort. Drive adoption of AI-assisted tooling to move from manual sampling to proactive, automated insight generation, and support special projects for service excellence.
Location: Richmond, Chicago, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Manage the travel servicing quality program with BPO partners and internal teams to drive performance and consistency.
  • •Oversee BPO partners as the primary quality liaison, including metrics, KPIs, and operational direction to local quality teams.
  • •Ensure quality scoring integrity through global calibration sessions and quality audits aligned to QA standards.
  • •Run the feedback loop by ensuring quality-identified gaps trigger timely agent coaching and remediation through targeted action plans.
  • •Establish continuous improvement by translating quality data into training opportunities and operational workflow changes, leveraging AI-assisted tooling for proactive insights.

Pay and Benefits

Salary: USD 88,800 - 101,300 annually

Key Requirements

  • •High School Diploma, GED, or equivalent certification.
  • •At least 2 years of experience in call center operations.
  • •At least 2 years of experience working in call center quality assurance operations.
  • •At least 2 years of experience using Microsoft Office or Google Suite.
  • •Bachelor’s Degree (preferred) or equivalent combination of experience.
Experience:2+ yearsCall centerQuality assuranceTravelBPO
Education:High School
Skills:Data-driven thinkingCritical thinkingOrganizational skillsAbility to manage multiple streamsInnovation/adoption mindset
Tech Stack:Microsoft OfficeGoogle SuiteAI-assisted tooling

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn