Quality Assurance Manager

About Figure

Figure is at the forefront of revolutionizing financial services with its advanced technology platform, focusing on enhancing efficiency and transparency in the industry through innovative products. The dedicated team at Figure embodies qualities like drive, innovation, collaboration, and a passion for creating from the ground up. They value individuals with an entrepreneurial mindset who embrace a culture of innovation.

About the Role

Figure is seeking a skilled Quality Assurance Manager to join the omni-channel contact center team. As a Quality Assurance Manager, you will be instrumental in maintaining consistent quality across various customer interaction channels, including voice, chat, and email, as well as loan file tasks. Your responsibilities will include developing and implementing quality assurance processes, monitoring performance metrics, evaluating interactions, and offering coaching to enhance customer service delivery.

Key Responsibilities

• Formulate and enforce quality assurance strategies and procedures for delivering consistent service across all communication channels.
• Create and implement quality monitoring programs to assess customer interactions for adherence to company standards, accuracy, compliance, conversion, and professionalism.
• Analyze quality metrics and performance data to identify patterns, issues, and areas for improvement.
• Supervise and mentor a team of quality specialists by providing guidance, training, and feedback on performance.
• Offer regular feedback and coaching to contact center agents and leadership based on quality monitoring outcomes.
• Work collaboratively with training and operations teams to develop and administer training programs focused on quality improvement and enhancing customer experience.
• Undertake root cause analysis to address quality-related problems and customer complaints by implementing corrective actions.
• Maintain records of quality assurance activities, audit findings, and remedial actions taken.
• Ensure compliance with industry regulations and standards related to the lending environment, customer interactions, and data privacy.
• Cultivate a culture of continuous improvement and quality excellence within the contact center team.

Requirements

• Hold a Bachelor’s degree in Business Administration, Communications, or a related field.
• Possess a minimum of 3 years of experience in a quality assurance role within a contact center environment, preferably in an omni-channel setup.
• Demonstrated expertise in creating and executing quality assurance programs and methodologies.
• Familiarity with contact center operations, customer service best practices, and quality management principles.
• Experienced in team management and supervision.
• Skilled in conducting quality monitoring, evaluations, and performance analysis.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Excellent communication and interpersonal skills for providing constructive feedback and coaching.
• Exceptional organizational skills, attention to detail, and effective multitasking abilities.
• Preferred Qualification - 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).
• Knowledge of omni-channel contact center platforms and tools.
• Proven experience in implementing quality assurance strategies to enhance customer satisfaction and operational efficiency.

Benefits and Perks

• Competitive salary with growth opportunities.
• Quarterly performance-based bonus.
• Equity stock options package.
• Comprehensive health, vision, dental insurance, and wellness program for employees and their dependents.
• Employer-funded life and disability insurance coverage.
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Up to 12 weeks of paid family leave.
• Multiple work location options - in office, remote, or hybrid.
• Home office and technology stipend for employees working outside a traditional office setting more than 75% of the time.
• Flexible time-off plan for employee well-being.
• Reimbursement for continuing education.
• Periodic team swag deliveries.

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