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

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