Job Description
Title: Manager, Training and Quality
Empower is a fast-growing fintech based in San Francisco. We’re reimagining the modern-day banking experience to empower young professionals to earn more and crush their financial goals. That mission takes creativity, passion, and drive. Are you in?
In this role, you will lead the L&D and QA initiative to improve the overall team and customer experience at Empower. You will work within the Customer Support team and collaborate with cross-functional teams to understand gaps and ensure that we consistently make improvements on any identified opportunities and think of solutions to improve our efficiency and quality.
You will
- Design, develop, and execute QA and L&D programs for team onboarding and development
- Develop and maintain content and materials for QA and L&D
- Identify continuous development opportunities and design workshops to build skill sets, including soft skills
- Partner with various key stakeholders to understand individual and organizational needs
- Develop reports and track KPIs to identify needs and measure program effectiveness
- Ensure that our BPO partners meet and exceed quality targets and provide the support needed to achieve objectives, make reports & improvement recommendations
- Identify internal procedures that adversely affect customer satisfaction and work with internal areas to build consensus and accomplish improvements.
Requirements
- Motivated by Empower’s mission and determined to create a personable and meaningful experience for our customers
- BA/BS degree or 3+ years equivalent experience in a customer support team
- Familiarity with QA and L&D in the fintech industry
- Experience creating training programs and workshops
- Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers with a high level of empathy
- Proven leadership skills with project management, planning, presenting, and communication skills
- Ability to adapt rapidly to changing work environments, work priorities, and organizational needs
- Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language
- Familiarity with banking regulations and payment processes; compliance is a plus
- Ability to communicate cross-functionally and globally
- Experience working with BPO teams is a plus
- Expertise in Google Suite
