About Figure
Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. 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 financial technology space.
FastCo Most Innovative Companies
Forbes Top 50 Blockchain Companies
About the Role
Figure is seeking a dedicated Director of Training & Quality to join our team. As a member of the Customer Operations leadership team you will be responsible for developing and implementing a strategic framework to ensure agent performance and quality across all customer touchpoints. This leadership role requires:
- A deep understanding of the financial technology (Fintech) industry.
- A strategic thinker who can collaborate with cross-functional teams.
- Leveraging technology and analytics to continuously monitor and improve training methods and quality monitoring.
- A leader with proven abilities to drive to increased customer satisfaction, regulatory and policy compliance and higher overall productivity.
What You’ll Do
- 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.
What We Look For
- 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.
- Experienced in the Fintech industry, preferred.
Benefits and Perks
- 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!
For CO, NY, CA, and WA residents, the salary range is $138,400 - $173,000 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.
Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.
Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
