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
📍Develop and implement quality assurance strategies, policies, and procedures to ensure consistent service delivery across all communication channels. 📍Design and conduct quality monitoring programs to evaluate customer interactions for adherence to company standards, accuracy, compliance, conversion and professionalism. 📍Analyze quality metrics and performance data to identify trends, issues, and improvement opportunities. 📍Lead and manage a team of quality specialists providing guidance, training, and performance feedback. 📍Provide regular feedback and coaching to contact center agents and leadership based on quality monitoring results. 📍Collaborate with training and operations teams to develop and deliver training programs focused on quality improvement and customer experience enhancement. 📍Conduct root cause analysis and implement corrective actions for quality-related issues and customer complaints. 📍Maintain documentation of quality assurance activities, audit results, and corrective actions taken. 📍Ensure compliance with industry regulations and standards related to the lending environment, customer interactions and data privacy 📍Foster a culture of continuous improvement and quality excellence within the contact center team.
What We Look For
📍Bachelor’s degree in Business Administration, Communications, or a related field. 📍Minimum 3 years of experience in a quality assurance role within a contact center environment, preferably in an omni-channel setting. 📍Proven experience in developing and implementing quality assurance programs and methodologies. 📍Strong knowledge of contact center operations, customer service best practices, and quality management principles. 📍Experience in team management/supervision 📍Experience in conducting quality monitoring, evaluations, and performance analysis. 📍Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven decisions. 📍Exceptional communication and interpersonal skills, with the ability to provide constructive feedback and coaching. 📍Strong organizational skills with attention to detail and the ability to manage multiple priorities effectively.
