Quality Assurance Manager
Reno, USA
Full time
Office
Compensation is not specified
Role
QA Engineer
Description
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.
Skills Required
Figure
Website
www.figure.comCompany size
Not specified
Location
United States
Description
Figure is a financial technology company with the mission of leveraging blockchain, AI and advanced analytics to unlock new access points for consumer credit products that can transform the financial lives of our customers. We provide home equity release solutions, including home equity lines of credit, home improvement loans and home buy-lease back offering for retirement. Concurrently, we are building a blockchain protocol for the origination, custody, trading and securitization of whole loans and other assets. Apply now to join our team.
Wallet
Customer Support Quality Specialist
Full time
Remote
Wallet on Telegram is your gateway to the world of digital currencies, specially tailored for individuals in emerging markets. We understand the complexities and intimidation often associated with existing crypto solutions, which is why we've designed the Wallet to be the ultimate user-friendly platform for managing finances. No need to open a traditional bank account or wrestle with convoluted crypto exchanges and wallets.
Leveraging the power of advanced blockchain technology, Wallet delivers a seamless onboarding experience into the crypto ecosystem. It enables users to effortlessly store, send, and receive digital currencies, all via the familiar interface of Telegram. Managing your finances becomes as simple as sending a message.
At Wallet, we're committed to using technology to disrupt traditional banking systems, providing our customers with more flexible and inclusive financial services. Whether you're a crypto novice or seeking to simplify your digital finance experience, Wallet is crafted with your needs in mind.
Now we are seeking a Customer Support Quality Specialist to join our team.
Responsibilities:
Conducting monitoring, analysis, and evaluation of specialists' actions by a checklist.
Developing guidelines and recommendations to enhance service quality.
Processing customer feedback. Collecting and organizing users' comments and suggestions to improve product quality.
Filling out assessment forms and providing operators with feedback on the quality of their work.
Qualifications:
At least 1 year of experience in monitoring the quality of support staff's work (experience in fintech is an advantage).
Proficiency in written communication.
Full proficiency in Russian and English at least B2 level is required.
We are looking for a person who can work on 5/2 from 9 am/10 am to 6 pm/7 pm schedule GMT+3.
Why it is a fantastic opportunity:
Our business is growing at an exponential scale.
Work in a well-funded startup environment with unique growth opportunities and a chance to join a rapidly growing company with a unique product.
Be based remotely.
Compensation for medical expenses.
Provision of necessary equipment.
Annual vacation of 20 working days.
14 days of paid sick leave to support your health and recovery when needed.
Access to internal English courses for continuous learning and improvement in language skills.
Wallet is an equal opportunity employer.
Leveraging the power of advanced blockchain technology, Wallet delivers a seamless onboarding experience into the crypto ecosystem. It enables users to effortlessly store, send, and receive digital currencies, all via the familiar interface of Telegram. Managing your finances becomes as simple as sending a message.
At Wallet, we're committed to using technology to disrupt traditional banking systems, providing our customers with more flexible and inclusive financial services. Whether you're a crypto novice or seeking to simplify your digital finance experience, Wallet is crafted with your needs in mind.
Now we are seeking a Customer Support Quality Specialist to join our team.
Responsibilities:
Conducting monitoring, analysis, and evaluation of specialists' actions by a checklist.
Developing guidelines and recommendations to enhance service quality.
Processing customer feedback. Collecting and organizing users' comments and suggestions to improve product quality.
Filling out assessment forms and providing operators with feedback on the quality of their work.
Qualifications:
At least 1 year of experience in monitoring the quality of support staff's work (experience in fintech is an advantage).
Proficiency in written communication.
Full proficiency in Russian and English at least B2 level is required.
We are looking for a person who can work on 5/2 from 9 am/10 am to 6 pm/7 pm schedule GMT+3.
Why it is a fantastic opportunity:
Our business is growing at an exponential scale.
Work in a well-funded startup environment with unique growth opportunities and a chance to join a rapidly growing company with a unique product.
Be based remotely.
Compensation for medical expenses.
Provision of necessary equipment.
Annual vacation of 20 working days.
14 days of paid sick leave to support your health and recovery when needed.
Access to internal English courses for continuous learning and improvement in language skills.
Wallet is an equal opportunity employer.
Leyla Lone
REMOTE SALES MANAGER FOR ROOTS CANADA
Toronto, Canada
Toronto, Canada
Full time
Remote
Our growing company is seeking to hire a sales manager who will be responsible for supervising and organizing our sales team. You will be in charge of managing organizational sales by developing business plans, meeting planned goals, and coordinating with our marketing department on lead generation. You will also be tasked with overseeing the activities and performance of your sales team by tracking sales goals, setting individual sales targets, and facilitate the ongoing training of your salespeople.
A Bachelor's degree in business or a related field is required. In order to succeed in this role, you will need excellent communication skills and the ability to lead a sales team. Previous experience in a sales-related role is a plus
Responsibilities:
Managing organizational sales by developing a business plan that covers sales, revenue, and expense controls.
Meeting planned sales goals.
Setting individual sales targets with the sales team.
Tracking sales goals and reporting results as necessary.
Overseeing the activities and performance of the sales team.
Coordinating with marketing on lead generation.
The ongoing training of your salespeople.
Developing your sales team through motivation, counseling, and product knowledge education.
Promoting the organization and products.
Understand our ideal customers and how they relate to our products.
Requirements:
Experience in planning and implementing sales strategies.
Experience in customer relationship management.
Experience managing and directing a sales team.
Excellent written and verbal communication skills.
Dedication to providing great customer service.
Ability to lead a sales team.
A Bachelor's degree in business or a related field is required. In order to succeed in this role, you will need excellent communication skills and the ability to lead a sales team. Previous experience in a sales-related role is a plus
Responsibilities:
Managing organizational sales by developing a business plan that covers sales, revenue, and expense controls.
Meeting planned sales goals.
Setting individual sales targets with the sales team.
Tracking sales goals and reporting results as necessary.
Overseeing the activities and performance of the sales team.
Coordinating with marketing on lead generation.
The ongoing training of your salespeople.
Developing your sales team through motivation, counseling, and product knowledge education.
Promoting the organization and products.
Understand our ideal customers and how they relate to our products.
Requirements:
Experience in planning and implementing sales strategies.
Experience in customer relationship management.
Experience managing and directing a sales team.
Excellent written and verbal communication skills.
Dedication to providing great customer service.
Ability to lead a sales team.
alex watson
Data Entry Clerk
Australia Plains, Australia +4
Australia Plains, Australia +4
Full time
Remote
We require a committed and attentive Remote Data Entry Specialist to proficiently manage data collection, analysis, and input for our online systems and social media platforms. This full-time remote position presents an exciting opportunity to become an integral part of our team
Precisely and efficiently inputting data into computer systems.
Thoroughly validating data for accuracy and completeness.
Ensuring the ongoing maintenance and updates of database information.
Updating and maintaining database information
Communicating with other departments to gather information
Keeping sensitive information confidential
Adhering to data privacy and security protocols
Supporting other administrative tasks as needed.
Requirements
Proven experience as a data entry clerk or similar role.
Excellent typing skills and proficiency in data entry software and tools.
Strong attention to detail and accuracy.
Ability to work independently and meet deadlines.
Good communication skills, both written and verbal.
High school diploma or equivalent; additional certifications in data entry or related fields are a plus.
Comfortable working remotely with reliable internet access and a quiet workspace.
An exceptional level of attention to detail and accuracy.
Ability to work effectively both independently and as part of a team.
Excellent organisational and time management capabilities.
Dedication to maintaining the highest standards of confidentiality.
Strong verbal and written communication skills.
Capacity to perform effectively under pressure and meet established deadlines
Benefits
Flexible remote work schedule.
Competitive compensation package.
Opportunities for career growth and advancement.
Supportive and collaborative work environment.
Please send an email to : hrteam@jobsolutionsai.online
with the subject "Candidate" and your resume in order to receive the steps to continue the process. Thank you.
Precisely and efficiently inputting data into computer systems.
Thoroughly validating data for accuracy and completeness.
Ensuring the ongoing maintenance and updates of database information.
Updating and maintaining database information
Communicating with other departments to gather information
Keeping sensitive information confidential
Adhering to data privacy and security protocols
Supporting other administrative tasks as needed.
Requirements
Proven experience as a data entry clerk or similar role.
Excellent typing skills and proficiency in data entry software and tools.
Strong attention to detail and accuracy.
Ability to work independently and meet deadlines.
Good communication skills, both written and verbal.
High school diploma or equivalent; additional certifications in data entry or related fields are a plus.
Comfortable working remotely with reliable internet access and a quiet workspace.
An exceptional level of attention to detail and accuracy.
Ability to work effectively both independently and as part of a team.
Excellent organisational and time management capabilities.
Dedication to maintaining the highest standards of confidentiality.
Strong verbal and written communication skills.
Capacity to perform effectively under pressure and meet established deadlines
Benefits
Flexible remote work schedule.
Competitive compensation package.
Opportunities for career growth and advancement.
Supportive and collaborative work environment.
Please send an email to : hrteam@jobsolutionsai.online
with the subject "Candidate" and your resume in order to receive the steps to continue the process. Thank you.
Matt Ableha
Human Resurce Representative
West Boylston, USA
West Boylston, USA
Part time
Remote
We are looking for a detail-oriented HR representative to join our team. The responsibilities of the HR representative include guiding employees through the appropriate on and offboarding policies, following up with current employees, assisting the HR manager with administrative tasks, and writing reports.To be successful as an HR representative, you should have excellent interpersonal and teamwork skills. Ultimately, a top-notch HR representative should have strong written and verbal communication, decision-making, and problem-solving skills.HR Representative Responsibilities:Creating and maintaining accurate employee records and gathering all related documentation and key details.Ensuring employee records are secure from tampering or theft.Maintaining the HR department's policies and programs.Answering employees' questions regarding their benefits and compensation options and assisting with the administration of their benefits.Making recommendations to management regarding benefits packages to entice new hires.Participating in recruitment events, talking to potential hires, and distributing promotional material.Posting job openings, reviewing applicants, and conducting interviews with potential hires.Maintaining records of all active job openings and received applications.Providing new hires with the appropriate paperwork and details of their new role.Assisting with audits, compliance reviews, and other mandatory reports.HR Representative Requirements:Bachelor's or associate's degree in human resources or a related field.A minimum of 1 year experience in HR may be advantageous.Good working knowledge of HR laws and regulations.Experience with interview techniques.Excellent communication and interpersonal skills.Strong organization skills and attention to detail.Good typing skills.Experience with HR software, including Microsoft Office.
Reckitt Management Consultancy
Office Administrator
Johannesburg, South Africa +1
Johannesburg, South Africa +1
Full time
Office
We are looking for a reliable Office Administrator. They will undertake administrative tasks, ensuring the rest of the staff has adequate support to work efficiently.
The tasks of the office administrator will include bookkeeping and mentoring office assistants. The ideal candidate will be competent in prioritizing and working with little supervision. They will be self-motivated and trustworthy.
The office administrator ensures smooth running of our company’s offices and contributes in driving sustainable growth.
Responsibilities
Coordinate office activities and operations to secure efficiency and compliance to company policies
Supervise administrative staff and divide responsibilities to ensure performance
Manage agendas/travel arrangements/appointments etc. for the upper management
Manage phone calls and correspondence (e-mail, letters, packages etc.)
Support budgeting and bookkeeping procedures
Create and update records and databases with personnel, financial and other data
Track stocks of office supplies and place orders when necessary
Submit timely reports and prepare presentations/proposals as assigned
Assist colleagues whenever necessary
Requirements and skills
Proven experience as an office administrator, office assistant or relevant role
Outstanding communication and interpersonal abilities
Excellent organizational and leadership skills
Familiarity with office management procedures and basic accounting principles
Excellent knowledge of MS Office and office management software (ERP etc.)
Qualifications in secretarial studies will be an advantage
The tasks of the office administrator will include bookkeeping and mentoring office assistants. The ideal candidate will be competent in prioritizing and working with little supervision. They will be self-motivated and trustworthy.
The office administrator ensures smooth running of our company’s offices and contributes in driving sustainable growth.
Responsibilities
Coordinate office activities and operations to secure efficiency and compliance to company policies
Supervise administrative staff and divide responsibilities to ensure performance
Manage agendas/travel arrangements/appointments etc. for the upper management
Manage phone calls and correspondence (e-mail, letters, packages etc.)
Support budgeting and bookkeeping procedures
Create and update records and databases with personnel, financial and other data
Track stocks of office supplies and place orders when necessary
Submit timely reports and prepare presentations/proposals as assigned
Assist colleagues whenever necessary
Requirements and skills
Proven experience as an office administrator, office assistant or relevant role
Outstanding communication and interpersonal abilities
Excellent organizational and leadership skills
Familiarity with office management procedures and basic accounting principles
Excellent knowledge of MS Office and office management software (ERP etc.)
Qualifications in secretarial studies will be an advantage