Mission Lane · 5 days ago
Manager of Quality Management
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CreditFinance
Insider Connection @Mission Lane
Responsibilities
Develop and lead the "first line of defense" quality strategy
Energize, motivate, and engage a virtual quality management team
Channel the team's work to enable innovative, differentiated customer experiences
Coordinate with Risk and Compliance teams to enhance rubrics and training
Ensure the QM team is increasingly skilled and set up to succeed as a key risk control
Explore new technologies and approaches for leveraging technology and industry best practices
Develop processes supporting a well-managed monitoring strategy
Learn and appreciate customer and agent experiences, including challenges they face
Communicate periodic results, insights, and recommendations to stakeholders
Collaborate with operational leaders to drive continuous quality improvement
Qualification
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Required
5+ years of experience leading quality initiatives in a contact center environment, driving positive outcomes related to risk management and customer experience.
5+ years experience managing teams, driving engagement and fostering a positive, productive, work environment.
Financial services industry experience and an understanding of the risk areas and compliance function.
Meticulous organization and planning skills, with proven process and/or project management experience.
Analytically minded, using data to drive decision making.
Able to tell a story and influence buy-in from diverse stakeholders based on test results.
Preferred
Experience managing a work-from-home team
Benefits
401(k) match
Unlimited paid time off
Monthly wellness stipend
Health/dental/vision insurance options
Disability coverage
Paid parental leave
Flexible spending account (for childcare and healthcare)
Life insurance
Remote-friendly work environment
Company
Mission Lane
Mission Lane is a consumer finance company dedicated to helping everyone have access to fair and clear credit. It is a sub-organization of LendUp.
Funding
Current Stage
Early StageTotal Funding
$675MKey Investors
Oaktree Capital Management
2022-06-15Series Unknown· $25M
2021-10-27Debt Financing· $150M
2019-09-17Series A· $200M
Recent News
The Motley Fool
2024-05-24
The Business Journals
2024-04-06
Crowdfund Insider
2024-04-06
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