Job details
Job type full-time
Full job description
About katapult
Katapult’s mission is simple: our technology inspires financial possibilityOur vision is to create a world where financial barriers no longer exist by providing disruptive technology that empowers and simplifies the shopping experienceOur values speak volumes about how we operateWe enhance the lives of our employees, customers, and retail partners by providing transparent, innovative and empowering financial productsWe achieve extraordinary results through commitment, integrity and teamworkWe create opportunities for success and growth everydayInclusion is in our dna, together we are strongerWe persevere, we work hard, we play hard, we win big.
Katapult is the leading omnichannel point-of-sale solution in the alternative consumer finance spaceWe create opportunities for consumers to buy the items they need while empowering merchants to expand their customer reach.
We believe that opportunity is everything, and our people are the key to successWe are always on the search for individuals who strive for excellence, possess a willingness to learn and bring their best to the table each dayWith a comprehensive benefits package, a culture of engagement, and advanced career growth opportunities, katapult is constantly focusing on peopleVisit our careers page for a full list of career opportunities: https://teamkatapult.bamboohr.com/jobs
Position overview
Katapult is seeking a contact center quality & training manager for our plano, texas locationThe contact center quality and training manager will be responsible for supporting all katapult contact center operations, through management of agent quality assurance and periodic training facilitationWe are looking for an individual with a passion to learn while having a self-starting mindsetThis person must be capable of coming onboard while the workforce is fully remoteA successful candidate is willing to lean in, ask questions, and develop valuable improvements as the company growsTemporary remote - this position will be remote temporarily until the office re-opensOnce the office re-opens, the candidate will be required to be onsite in plano, tx.
Primary job duties include (but are not limited to)
Lead quality assurance efforts of the katapult contact center network including partnering with nearshore contact centers
Share responsibility with our partner sites in monitoring agent calls both live & recorded for quality assurance adherence
Continually evaluate quality assurance protocols & processes to ensure katapult’s contact center network is regulatory compliant and delivering a best-in-class experience
Assume quality performance responsibility for the 130+ front-line agents across all departments and sitesThis will require a continuous improvement mindset and the ability to articulate & govern necessary remediation actions.
Share responsibility with operations leadership team as custodian of standard operating procedure (sop) library
Proactively identify when sops need created or updated
Monitor and report trends at the site, department, & team level, including performance presentations with a senior leadership audience
Create structure for & facilitate multiple format quality assurance calibration sessions
Lead periodic & ad hoc training programs for the internal plano contact center
Other duties as assigned
Qualifications
Must speak english; bi-lingual fluent spanish preferred
5-7 years quality assurance and/or contact center training experience
At least 3 years’ experience in a call center environment
Excellent verbal, written and interpersonal communication skills
Must be self-motivator and self-starter
Retail/financial services customer service & collections preferred
Analytic & reporting skills preferred
Ability to self-start and work effectively in a fully remote capacity (the role functions out of the plano, tx site and eventually the ability to work from the plano, tx site is required; currently that timeframe is unknown)
Experience with working with five9 call monitoring software is a plus
Benefits and perks
At katapult, there is a lot more to consider than just base pay! we pride ourselves in offering an extraordinary total compensation and benefits package including the following:
Healthcare (empire blue cross plans) starting at $0.00 for your entire family coverage
Dental
Vision
Telemedicine (tele-doctor)
Paid maternity & paternity leave
401k (100% company match - up to 5% of annual salary - immediate vesting of company contributions)
Paid flexible vacation & personal time policy (`unlimited pto`)
Life insurance
Pet insurance
Commuter benefits
Employee assistance program (access to counseling)
Legal services
Inclusion is in our dnaKatapult hires the best candidates without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state and local law.
