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Quality Assurance Manager



Quality Assurance
Charlotte, NC, USA
Posted on Wednesday, July 3, 2024

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.

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About the Role

Figure is looking for a skilled Quality Assurance Manager to join our omni-channel contact center team. As the Quality Assurance Manager, you will play a crucial role in ensuring consistent quality across all customer interaction channels, including voice, chat, and email, in addition to loan file tasks. You will develop and implement quality assurance processes, monitor performance metrics, conduct evaluations, and provide coaching to improve customer service delivery. If you have a passion for maintaining high standards of customer experience and a proven track record in quality assurance within a contact center environment, we encourage you to apply.

What You’ll Do

  • Develop and implement quality assurance strategies, policies, and procedures to ensure consistent service delivery across all communication channels.
  • Design and conduct quality monitoring programs to evaluate customer interactions for adherence to company standards, accuracy, compliance, conversion and professionalism.
  • Analyze quality metrics and performance data to identify trends, issues, and improvement opportunities.
  • Lead and manage a team of quality specialists providing guidance, training, and performance feedback.
  • Provide regular feedback and coaching to contact center agents and leadership based on quality monitoring results.
  • Collaborate with training and operations teams to develop and deliver training programs focused on quality improvement and customer experience enhancement.
  • Conduct root cause analysis and implement corrective actions for quality-related issues and customer complaints.
  • Maintain documentation of quality assurance activities, audit results, and corrective actions taken.
  • Ensure compliance with industry regulations and standards related to the lending environment, customer interactions and data privacy
  • Foster a culture of continuous improvement and quality excellence within the contact center team.

What We Look For

  • Bachelor’s degree in Business Administration, Communications, or a related field.
  • Minimum 3 years of experience in a quality assurance role within a contact center environment, preferably in an omni-channel setting.
  • Proven experience in developing and implementing quality assurance programs and methodologies.
  • Strong knowledge of contact center operations, customer service best practices, and quality management principles.
  • Experience in team management/supervision
  • Experience in conducting quality monitoring, evaluations, and performance analysis.
  • Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
  • Exceptional communication and interpersonal skills, with the ability to provide constructive feedback and coaching.
  • Strong organizational skills with attention to detail and the ability to manage multiple priorities effectively.
  • Preferred - 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.
  • Experience in implementing quality assurance strategies to improve customer satisfaction and operational efficiency.

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
  • In office, remote, and hybrid work location options
  • Home office and technology stipend for those working outside of a traditional office more than 75% of the time
  • 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 $70,400 - $88,000 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 Prospective Employee 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.

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