Quality Assurance Manager

About Figure

Figure aims to transform financial services through its innovative technology platform, which is expanding rapidly. Leveraging its platform's loan origination activities and network of partners, Figure is developing new products to enhance industry efficiency and transparency. The platform, powered by advanced technology, facilitates transparent and efficient capital markets, supported by the increasing pool of assets originated on it. The team at Figure is committed to driving this transformation journey, embodying qualities of drive, innovation, collaboration, and a passion for pioneering new initiatives.

About the Role

An opportunity at Figure exists for a skilled Quality Assurance Manager to join the omni-channel contact center team. The Quality Assurance Manager will have a pivotal role in maintaining consistent quality across all customer interaction channels, encompassing voice, chat, email, and loan file tasks. Responsibilities involve creating and implementing quality assurance processes, monitoring performance metrics, conducting evaluations, and offering coaching to enhance customer service delivery. Candidates with a strong dedication to upholding high customer experience standards and proven quality assurance experience in a contact center setting are encouraged to apply.

Key Responsibilities

• Develop and execute quality assurance strategies, policies, and procedures to ensure uniform service delivery across all communication channels.
• Create quality monitoring programs to assess customer interactions for conformance to company standards, accuracy, compliance, conversion, and professionalism.
• Analyze quality metrics and performance data to spot trends, issues, and improvement opportunities.
• Lead and oversee a team of quality specialists, providing guidance, training, and performance feedback.
• Offer regular feedback and coaching to contact center agents and leadership grounded on quality monitoring outcomes.
• Collaborate with training and operations teams to establish and implement training programs targeted at enhancing quality and customer experience.
• Conduct root cause analysis and implement corrective actions for quality-related matters and customer complaints.
• Maintain records of quality assurance activities, audit findings, and remedial actions taken.
• Ensure adherence to industry regulations and standards concerning the lending environment, customer interactions, and data privacy.
• Cultivate a culture of continuous enhancement and quality excellence within the contact center team.

What We Seek

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3 years of experience in a quality assurance role within a contact center environment, preferably in an omni-channel setup.
• Proven track record of developing and executing quality assurance programs and methodologies.
• Comprehensive understanding of contact center operations, customer service best practices, and quality management principles.
• Experience in team management and supervision.
• Capability in conducting quality monitoring, evaluations, and performance analysis.
• Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
• Outstanding communication and interpersonal skills for giving constructive feedback and coaching.
• Excellent organizational skills with meticulous attention to detail and proficient management of multiple priorities effectively.
• Desired: Certification in Quality Management (e.g., Certified Quality Manager, Six Sigma Black Belt).
• Experience with quality management systems (QMS) and contact center technologies (e.g., CRM, workforce management).
• Familiarity with omni-channel contact center platforms and tools.
• Expertise in implementing quality assurance strategies to enhance customer satisfaction and operational effectiveness.

Benefits and Perks

• Competitive salary and growth prospects.
• Company quarterly performance-based bonus.
• Equity stock options package.
• Comprehensive health, vision, dental insurance, and wellness program for employees and dependents.
• Employer-funded life and disability insurance coverage.
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Up to 12 weeks paid family leave.
• Options for in-office, remote, or hybrid work locations.
• Home office and technology stipend for those working outside a traditional office over 75% of the time.
• Flexibility in time-off policy to empower employees to take needed breaks.
• Provision for continuing education reimbursement.
• Routine Team swag deliveries.

For residents based in CO, NY, CA, and WA, the salary range is $70,400 - $88,000 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

For individuals in California: By applying, you acknowledge the California Employee and Prospective Employee Privacy Notice. Figure will not sponsor work visas for this position and requires all hired individuals to verify identity and eligibility to work in the United States.