Operations Training, Development, and QA Lead
Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.
We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.
Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Job Overview:
Self Financial, Inc. is seeking an Operations Training, Development, and QA Lead to join our team in Austin, TX. We are a venture-backed financial services startup dedicated to helping millions of individuals establish and enhance their credit history. Our mission is to provide accessible and affordable tools that empower people to take control of their credit and financial well-being.
As the Operations Training, Development, and QA Lead, you will play a crucial role in creating and implementing comprehensive training programs for our operations teams. This role requires someone with extensive experience in training and development within the finance industry, strong leadership skills, and a passion for driving positive change in the financial space.
What you'll do:
- Develop and implement comprehensive training programs that align with company goals and objectives for our operations teams, including Bank Operations and Customer Success.
- Design and deliver engaging and effective training sessions tailored to the needs of different departments.
- Identify training needs and gaps within operations and develop strategies to address them.
- Collaborate with subject matter experts across various departments to create relevant and compliant training content.
- Create training materials such as presentations, job aids, and e-learning modules.
- Monitor and evaluate the effectiveness of training programs, making improvements as needed.
- Stay updated with industry trends and best practices in training and development.
- Manage and support a team of training professionals, providing guidance and coaching as necessary.
- Conduct QA calibrations to ensure consistency and accuracy in training and operations.
- Manage onshore QA and Training resources for Quality and training and development activities.
- Oversee offshore QA and Training resources, ensuring quality and alignment with company standards.
- Analyze training content and efficacy, making data-driven recommendations for improvement.
- Establish a QA feedback loop to gather insights and enhance training programs.
- Report QA data and recommendations to senior management to improve the customer experience.
- Develop and implement data strategies to enable audience segmentation and personalization within lifecycle programs
- Lead the digital transformation initiatives related to quality assurance and training processes.
- Develop and implement QA strategies, policies, and procedures to ensure product quality and customer satisfaction.
- Collaborate with cross-functional teams to identify areas for improvement and implement automation solutions.
- Analyze data and metrics to measure the effectiveness of digital transformation efforts and make data-driven decisions.
- Stay updated with the latest trends and advancements in digital transformation, QA, and training technologies
What we want you to have:
- Minimum of 5 years of experience in training and development within the finance industry, with at least 2 years in a management role.
- Strong understanding of adult learning principles, instructional design methodologies, and quality assurance processes.
- Experience in the fintech or financial services industry is required.
- Excellent communication, interpersonal, and leadership skills.
- Proficiency in e-learning authoring tools and learning management systems.
- Ability to manage multiple projects and deadlines effectively.
- Strong analytical and problem-solving abilities.
Base salary range: $81,000- $118,000 annually. Individual pay is based on factors unique to each candidate, including skill set, experience, and other job-related reasons.
We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many companies cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.
Our perks include:
- Company Equity in the form of RSUs
- Quarterly performance-based bonuses
- Generous employer-paid health, vision and dental insurance coverage
- Flexible vacation policy
- Educational assistance
- Free gym membership
- Casual dress code
- Team building events and activities
- Remote work arrangements/ flexible work schedule
- Paid parental leave
Self Financial requires all employees hired to successfully pass a background check.
We are an Equal Opportunity Employer.
