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.
FastCo Most Innovative Companies
Forbes Top 50 Blockchain Companies
About the Role
Figure is looking for a creative and passionate Director of Learning, Development, & Quality to join our team. In this role, you will develop and implement a strategic framework to drive agent performance and uphold quality across all customer touchpoints.
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.
- 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, identify trends, agent performance, compliance risks 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
- 8+ years in a Training or QA Leadership role with contact center operations, 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.
- A strategic thinker who can collaborate with cross-functional teams.
- 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
- 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.
#LI-RF1 #LI-Hybrid
Similar Jobs
What We Do
Figure has applied blockchain technology across a series of real-world applications that are delivering real and immediate value to everyday consumers across sectors, including loan origination, private company cap table and fund management, security markets and payments. Figure has and continues to develop innovative products and services that seek to bypass traditional incumbents within the financial services industry.
Simply put, Figure is delivering on the promise of blockchain technology. Over $15B in transactions have been conducted on the Provenance Blockchain, a layer 1 designed for financial services, built and deployed by Figure.
As one of the first lenders to fully use blockchain technology, Figure is driving adoption across the lending ecosystem and providing stakeholders the benefit of an immutable record of asset ownership on the Provenance Blockchain. Figure’s HELOC product has enabled over 85,000 households across 45 states to unlock a combined $6 billion in equity from their homes. These lines of credit give people the opportunity to fund home improvement projects, secondary education, and more.
Figure is a regulatory powerhouse, boasting over 200 lending, servicing and money transmission licenses, SEC approval as an Alternative Trading System, and FINRA approved broker-dealer status. While some fintech companies aim to compete with traditional banks, Figure has stuck to expanding use cases for blockchain in finance and creating tech-enabled solutions for deep financial change in the markets. The company's iterative approach to product development has helped it to meet the evolving needs of its customers.
Why Work With Us
Figure creates tech-enabled, cutting-edge solutions for deep financial change, meeting the evolving needs of its customers. As the only firm leveraging blockchain technology to create real-world applications and immediate value to everyday consumers, Figure is effectively bridging the gap between the digital asset and traditional finance spaces.
Gallery
