Manager – Training and Quality
Posted on 2/2/2023
San Francisco, CA, USA
Experience Level
Desired Skills
Quality Assurance (QA)
  • 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
  • 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

51-200 employees

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.
  • 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