Manager, Quality Assurance and Business Insights
WHO WE ARE:
Freedom Financial Network is a family of companies that takes a people-first approach to financial services, using technology to empower consumers to overcome debt and create a brighter financial future. The company was founded in 2002 by Brad Stroh and Andrew Housser on the belief that by staying committed to helping people, you can ensure better financial outcomes for both the customer and the business. This Heart + $ philosophy still guides the vision of our growing company, which has helped millions of people find solutions for their financial needs.
What began with 2 people in a spare bedroom has now rapidly expanded to a vibrant business that employs over 2,200 employees (known internally as The Freedom Family) in two locations: San Mateo, CA and Tempe, AZ. When you visit either of our offices, you’ll understand why our employees have voted us the Best Place to Work for the last several years. It’s a place where the Heart + $ philosophy continues to thrive, where we believe that success is only achieved by doing what’s right for our customers, our employees, and our communities.
The Manager, Quality Assurance and Business Insights, supports Freedom’s commitment to ensure a high standard of quality review and attention to customer feedback across the many, varied organizations within the Freedom Financial Network team of employees. In this capacity, this leader will drive quality review, seek out process improvements, ensure that the “voice of the customer” is heard through the different channels in which this team operates, and then shared with the intent of delivering a constantly improving client experience.
This leader will work closely with Sales, Client Services, Negotiations, Loan Operations, Underwriting, Legal, Compliance and Payment Operations to identify Key Process Indicators (KPIs) which drive high quality service delivery. In that capacity, the Quality Assurance team monitors and scores phone and text interactions between our staff and clients, listening/looking for what was said, how it was said, and identifying opportunities for training which lead to improved service quality.
Additionally, this leader will be expected to drive breakthrough thinking in the way in which customer messages and feedback are used to identify operational and product improvements. While measuring the experience is critical, being able to use the information to better the overall Freedom experience is seen as the greatest gain. Finally, this leader will be expected to transform the current Quality Assurance efforts, building on the strengths of the team while leveraging new opportunities in the delivery of an exceptional experience. This will also include identifying business intelligence and technology to drive innovation in the management of the function.
•Drive the daily responsibilities of a team of professionals dedicated to the on-going quality assessment efforts across the Freedom team
•Partner with leaders across each of the Freedom businesses to identify relevant KPIs which drive quality service delivery
•Develop a continuous process improvement loop leveraging call monitoring results
•Ensure customer contact interactions (voice, email, text) are compliant with program regulations, deliver a high quality customer experience, and optimize business objects of the company, through monitoring, scoring, and training
•Partner with Training to provide content for new hire and recurring employee skills development
•Design and launch a Business Insights organization. Focus on how customer feedback obtained in the QA process can be leveraged to drive an improved product and client experience.
•Support hiring, performance management, and employee development within the Quality Assurance team
•Be the Business Champion and drive cultural efforts ensuring an ongoing commitment to high Quality results across the organization
•Work closely with the Compliance team to ensure that the highest standards are upheld when it comes to service delivery.
•Drive and deliver enhanced reporting, including trend reviews, on all facets of your area of responsibility
•Ensure a highly efficient organization at all times. Develop and manage budgets and capacity plans consistent with organizational growth and against all Finance commitments.
•Work closely with other Freedom Leaders to drive the effective growth of the Freedom team, consistent with our mission and cultural values.
•Must possess a strong passion for people, community, and driving high levels of cultural satisfaction
•Previous experience, 3-5 years, of leading Quality Processes and an overall strength in familiarity with commonly applied QA practices
•Previous experience working in a large-scale or call center organization
•Previous experience in a leadership position, with teams in excess of 50 persons
•Exceptional verbal presentation and written communication skills
•Ability to meet deadlines and achieve goals
•Experience in building business cases, matching costs to outcomes, and presenting expense values
•Strong team player, with an ability to foster collaboration across a wide range of team leaders and members.
•Strong PC skills in the Microsoft product line including: Word, Excel and PowerPoint
•Knowledge of working with the Salesforce CRM application, Interactive Intelligence Contact Management and Nortridge Systems are considered a plus
•Bachelor’s Degree Preferred, but not required
•Must be able to stay organized while working multiple projects
WHY JOIN THE FREEDOM FAMILY?
•Fast, continued growth – there’s a lot of opportunity for advancement
•Voted a Best Place to Work multiple times by our employees, most recently #1 in Phoenix!
•Benefits start within 30 days
•401k with employer match
•3 weeks’ paid vacation (increased with tenure)
•9 paid holidays & 5 sick days
•Paid time off for volunteer work and on your birthday
This is your opportunity to be part of a growing company where dedicated professionals strive to help customers and each other succeed every day. If that sounds exciting to you, we want to talk to you. Apply today!
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Freedom Financial Network (FFN) to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by FFN’s Talent Acquisition leader. Thank you for your consideration.
Job Reference #: oyncbfw2