Web3 Jobs in Reno, Nevada, United States

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology.

In three short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. 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 FinTech space!

Forbes America’s Best Startup Employers

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About the Role: The Quality Management Supervisor role is designed to lead and support a team of Quality Assurance Specialists and Analysts. This role will have proven their skills and knowledge in quality management as well as their dedication to the team, Figure, and providing an excellent customer experience as well as leading and guiding a team to be their absolute best!

What You’ll Do

• Provide strategic and tactical direction in line with the Operations performance and quality focus
• Drive the development of the skills and proficiencies of the Quality Support team in providing quality feedback to the Operations department
• Oversee and direct to ensure accuracy and timeliness of all contact center objectives related to supporting performance and quality assurance initiatives, as well as development and oversight of action plans, reports information related to the area of responsibility
• Partner with Manager on CFC process and review of current trends for continuous improvement of Quality
• Engage in respectful interactions, behaviors, and attitudes that foster the Figure culture and support everyone is doing their best work
• Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email
• Handle escalated issues and complaints with a confident and knowledgeable approach and provide a resolution quickly and efficiently
• Participate in new training and licensing programs to expand the team’s capabilities
• Participate in training and on-boarding of new hires
• Work with training and development to ensure that Figure has a consistent customer response
• Work with Operations leaders to ensure actionable feedback on any issues with calls, chats, emails, or tasks are resolved
• Coaches and mentors Quality Assurance specialists in a way that results in positive improvement, including managing morale, and the day to day functions of leading a team
• Reviews, handles, and/or tracks deliverables for Operations with a constant eye for details and process

What We Look For

• 2+ years of call center experience in quality assurance roles
• Possesses strong time-management, analytical, critical thinking, problem-solving and presentation skills
• Demonstrated ability to develop/modify process, establish procedures and execute plans
• Experience with Quality Management Tools, Speech Recognition software preferred
• Ability to clearly and confidently communicate with leaders, team members, and alternate departments within Figure
• Possess the ability to effectively and transparently provide real time feedback and document performance reviews
• Must be highly organized and able to manage multiple tasks and duties efficiently

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!

Depending on yourresidential locationcertain laws might regulate the way Figure manages applicant data.California Residents, please review ourCalifornia Employee and Prospective Employee Privacy Noticefor further information.By submitting your application, you are agreeing andacknowledgingthat 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.