Manager – Training and Quality @ Empower

Manager – Training and Quality

Remote

Posted on 2/2/2023

INACTIVE

Locations

San Francisco, CA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Communications

Quality Assurance (QA)

Requirements

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
Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language
Ability to communicate cross-functionally and globally
Expertise in Google Suite

Responsibilities

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

Desired Qualifications

Familiarity with banking regulations and payment processes; compliance is a plus
Experience working with BPO teams is a plus

EMPOWER OVERVIEW

Empower is a high-growth financial technology company on a mission to solve access to affordable credit for everyday Americans. We dream up and launch one-of-a-kind features that help our members get money instantly whenever they need it, save for the future, and rewrite their financial story. Our members see Empower Cash Advance as a life-saver, Empower Automatic Savings as a game-changer, and the new Empower Thrive line of credit (currently in beta, launching soon) as a lifeline to low-cost borrowing and the only practical path to building credit.

Empower is ranked #55 on the 2022 Inc 5000 list. We’re backed by Sequoia Capital and have been recognized in Apple’s list of "New Apps We Love," Time’s "Best Apps of the Year So Far,” and Real Simple’s Smart Money Awards.

Want to make a difference in someone’s financial journey? Let’s go.

WHAT EMPOWER OFFERS

Competitive salary

Generous equity package

Full healthcare benefits

Technology expense reimbursement

Work from anywhere

JOB DESCRIPTION

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.

Candidate Qualifications

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
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

At Empower, we hire for people that push themselves to understand others and seek out ways to challenge their personal assumptions. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first. We are committed to building a diverse, inclusive, and equitable workspace where everyone (regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics) feels like they belong. Even if your experience doesn’t exactly match up to our job description, you should feel empowered to apply regardless!

51-200 employees

Website

Company Overview

Empower is on a mission is to expand access to fair credit to give anyone the opportunity to improve their financial security and mobility. The company is committed to launch one-of-a-kind features that help members get money instantly whenever they need it, save for the future, and rewrite their financial story.

Benefits

Generous equity package
Full healthcare benefits
Unlimited PTO
Technology expense reimbursement
Work from anywhere

Company Core Values

Great expectations
Owner mindset
Spirited debate
Customer obsession
Inclusive collaboration
No jerks allowed