Director, Customer Operations - Quality Assurance and Training

$138,400 - $173,000/Yr

Figure Agency - Reno, NV

Full-time - Senior

Reno, NV

Professional, Scientific, and Technical Services

About the position

The Director of Customer Operations - Quality Assurance and Training at Figure is a leadership role responsible for developing and implementing strategic frameworks to enhance agent performance and quality across all customer interactions. This position requires a deep understanding of the fintech industry, strategic thinking, and the ability to collaborate with cross-functional teams to drive customer satisfaction and compliance while leveraging technology and analytics for continuous improvement.

Responsibilities

• 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.
• Leverage analytics tools to identify trends in customer interactions, agent performance, and compliance risks, ensuring continuous quality improvement.
• 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 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.

Requirements

• Bachelor's degree in Business, Human Resources, Organizational Development, or a related field (Master's degree preferred).
• Minimum of 5 years in a leadership role within contact center operations, with a focus on training and quality management 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.
• 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.

Nice-to-haves

• Experienced in the Fintech industry, preferred.

Benefits

• Competitive salary and growth opportunities
• Company quarterly performance based bonus
• Equity stock options package
• Employer funded 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 paid family leave
• Flexible time-off plan to empower employees to take the time off that they want and need
• Continuing education reimbursement
• Routine Team swag deliveries!