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
📍Lead the design, development, and delivery of comprehensive training programs for onboarding, product knowledge, customer interaction skills, and regulatory compliance. 📍Utilize a variety of training methods (e-learning, in-person, workshops) to cater to different learning styles and ensure thorough knowledge retention. 📍Oversee and monitor knowledge base and training materials to reflect changes in regulations, product offerings, policies, and customer service strategies. 📍Develop and manage the contact center’s quality assurance program to ensure alignment with company standards and regulatory compliance. 📍Oversee the creation of quality scorecards, call monitoring frameworks, and performance metrics to assess agent interactions across all channels and loan processing. 📍Manage and mentor a team of training specialists and quality analysts, guiding best practices, and professional development, and ensuring objectives and goals are monitored and met. 📍Partner and collaborate throughout the organization to align training and quality initiatives with overall business objectives, new developments, and customer experience goals. 📍Regularly report on training and quality program outcomes, using data-driven insights to monitor progression, identify trends, agent performance, compliance risks and opportunities for enhancement. 📍Identify and recommend technological solutions (LMS, performance dashboards, etc.) to improve training delivery and quality monitoring. 📍Stay updated on industry trends and new technologies to innovate approaches.
What We Look For
📍8+ years in a Training or QA Leadership role with contact center operations, in an omni-channel environment. 📍Proficiency with Learning Management Systems (LMS), quality monitoring tools, contact center metrics, and process improvement methodologies. 📍Proven track record of leading high-performing teams and fostering a culture of continuous learning. 📍A strategic thinker who can collaborate with cross-functional teams. 📍Ability to thrive in a fast-paced, dynamic environment with shifting priorities. 📍Strong problem-solving skills and the ability to think strategically to improve training programs and customer outcomes. 📍Certification in Training and Development (e.g., ATD Certified Professional in Learning and Performance, CPTM), preferred. 📍Experienced in the Fintech industry, preferred.
