Director, Customer Operations - Quality Assurance and Training

Job Description

Job Description

About Figure

Figure is revolutionizing financial services with its disruptive technology platform. Our flagship product is the #1 non-bank HELOC in America.

We're delivering new consumer lending products and a capital markets ecosystem that maximize efficiency and transparency by capitalizing on our loan origination activities, extensive network of partners, and growing pool of assets.

Join a team of 450+ people at Figure who have originated $11+ billion in loan volume. We're very profitable and growing fast!

Figure has raised $469 million from top investors like Ribbit Capital, DST, Apollo, and Morgan Creek.

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.

Salary

• Compensation Range : $138,400 - $173,000
• Quarterly 25% bonus target
• Equity stock options package
• This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs

Benefits

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 Observed Holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement

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.

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