Call Center Quality Assurance Specialist
## What You’ll Do
Evaluate and provide feedback on how Customer Care and Customer Operations teams interact with customers by monitoring, reviewing and scoring calls, chats, emails, and tasks
Coordinate and participate in calibration sessions with Customer Operations teams to ensure consistent application of quality standards
Act as a subject matter expert to ensure all Customer Operations Team members are meeting our quality expectations and providing a positive experience for all customers
Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements
Establish yourself as a subject matter expert on all of Figure’s products and services, maintaining a current and comprehensive knowledge base.
Determine and reinforce high customer service and accountability standards
Support “ad-hoc” analytical and operations related projects
A portion of time will be dedicated to assisting the Operations teams by handling interactions, task processing, or additional responsibilities as assigned
## What We Look For
2+ years of experience with working in a customer contact center environment with a focus on employee mentoring and development
Previous experience working in a Quality Assurance role is a plus
Knowledge of the financial services regulatory environment
Focused, self-motivated and reliable with the ability to stay focused on a task and work independently
Ability to learn and perform all duties of Customer Care and Customer Operations agents, including but not limited to completing tasks, emails, chats and having phone interactions with customers
Ability to build rapport and trust with teams cross-functionally and across all levels
Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
Ability to thrive in a fast-paced startup company
Evaluate and provide feedback on how Customer Care and Customer Operations teams interact with customers by monitoring, reviewing and scoring calls, chats, emails, and tasks
Coordinate and participate in calibration sessions with Customer Operations teams to ensure consistent application of quality standards
Act as a subject matter expert to ensure all Customer Operations Team members are meeting our quality expectations and providing a positive experience for all customers
Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements
Establish yourself as a subject matter expert on all of Figure’s products and services, maintaining a current and comprehensive knowledge base.
Determine and reinforce high customer service and accountability standards
Support “ad-hoc” analytical and operations related projects
A portion of time will be dedicated to assisting the Operations teams by handling interactions, task processing, or additional responsibilities as assigned
## What We Look For
2+ years of experience with working in a customer contact center environment with a focus on employee mentoring and development
Previous experience working in a Quality Assurance role is a plus
Knowledge of the financial services regulatory environment
Focused, self-motivated and reliable with the ability to stay focused on a task and work independently
Ability to learn and perform all duties of Customer Care and Customer Operations agents, including but not limited to completing tasks, emails, chats and having phone interactions with customers
Ability to build rapport and trust with teams cross-functionally and across all levels
Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
Ability to thrive in a fast-paced startup company