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Figure
Call Center Quality Assurance Specialist
at Figure
about 2 months ago | 202 views | 5 applications

Call Center Quality Assurance Specialist

Full-time
Charlotte
Per year
$49,000 To $61,000

About the company

About Figure Figure is transforming the trillion dollar financial services industry using blockchain technology. In three short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

Job Summary

What You’ll Do

📍Evaluate and provide feedback on how Customer Care and Customer Operations teams interact with customers by monitoring, reviewing and scoring calls, chats, emails, and tasks 📍Coordinate and participate in calibration sessions with Customer Operations teams to ensure consistent application of quality standards 📍Act as a subject matter expert to ensure all Customer Operations Team members are meeting our quality expectations and providing a positive experience for all customers 📍Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements 📍Establish yourself as a subject matter expert on all of Figure’s products and services, maintaining a current and comprehensive knowledge base. 📍Determine and reinforce high customer service and accountability standards 📍Support “ad-hoc” analytical and operations related projects 📍A portion of time will be dedicated to assisting the Operations teams by handling interactions, task processing, or additional responsibilities as assigned

What We Look For

📍2+ years of experience with working in a customer contact center environment with a focus on employee mentoring and development 📍Previous experience working in a Quality Assurance role is a plus 📍Knowledge of the financial services regulatory environment 📍Focused, self-motivated and reliable with the ability to stay focused on a task and work independently 📍Ability to learn and perform all duties of Customer Care and Customer Operations agents, including but not limited to completing tasks, emails, chats and having phone interactions with customers 📍Ability to build rapport and trust with teams cross-functionally and across all levels 📍Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization 📍Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly 📍Ability to thrive in a fast-paced startup company

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