FIGS

General

• Own the day-to-day quality, training, and process improvement engine for the CX team
• Operate and maintain the QA intelligence platform, including scoring models, rubrics, and calibration settings
• Run calibration sessions with internal and BPO teams
• Translate platform findings into actionable feedback and training content
• Design and build training curricula for agents and team leads using quality and CSAT data
• Partner with BPO trainers to deliver training across outsourced teams
• Measure training effectiveness using performance data, quality trends, and learner feedback
• Support corrective action plans when quality or CSAT falls below target
• Monitor real-time QA dashboards for customer-impacting issues
• Identify workflow gaps and process friction and support process improvements
• Reinforce onboarding and operational standards across in-house and BPO teams
• Roll out quality and training initiatives and embed them into onboarding and SOPs
• Build and maintain current SOPs and process documentation
• Identify automation opportunities and track quality, training, process, and automation projects from idea to impact
• Collaborate with Insights & Communications, CX Operations, Automation, Workforce Management, and BPO leadership
• Bring data and a clear point of view to cross-functional discussions
• Help teams adopt new tools, standards, and processes

Experience Enablement & Development Lead