Training & Quality Manager

About the Role

In this role you will partner closely with cross-functional stakeholders and external partners globally to create and deliver end-to-end training services and support quality operations. You will work with the operations team to set-up, manage, and scale training and quality programs across a variety of work streams. You will be responsible for ensuring we have ‘best in class’ training programs that work hand in hand with our partners to improve our agents' performance and quality of CS interactions. This will include global program governance, scaling operations, and strategic planning across multiple international sites. The ideal candidate has program management experience and is a team player who has experience managing both projects and relationships with BPO vendors and internal stakeholders while being a champion for operational excellence. We are looking for someone who enjoys rolling up their sleeves and using data to make informed business decisions.

Role and Responsibilities:

• Onboard Kikoff’s first LMS and QMS tools, starting with RFPs

• Lead end-to-end training initiatives, emphasizing storytelling and effective communication through methods like eLearning and Instructor-Led Training. 

• Work closely with Kikoff product operations team to create comprehensive onboarding training for new BPO agents and maintain an up-to-date knowledge base with weekly program updates to support consistent, accurate information delivery.

• Partner with internal and external stakeholders to define, create, and deliver customized training programs, focusing on content design, implementation, and performance metrics. 

• Execute knowledge checks, role-plays, and post-training surveys to validate learning and evaluate effectiveness, sharing reports with stakeholders. 

• Partner with internal business stakeholders to design and implement customized quality initiatives for each BPO agent group and line of business, including tailored scorecards for specific product lines and customer interactions. Lead calibration sessions across multiple BPOs supporting the same channels to ensure alignment on quality.

• Develop and implement strategies incorporating industry best practices for quality assurance programs. Manage projects focused on auditing, coaching, and closing feedback loops to continuously improve operational quality. Execute qualitative and quantitative strategies to enhance quality assurance, mitigate risks, and proactively identify trends.

• Establish and maintain strong relationships with vendor training and quality contacts to ensure adherence to quality standards and contractual obligations. Standardize and drive innovation in quality programs across vendors, locations, and workflows through effective program management.

• Conduct root cause analyses on recurring quality issues, develop actionable solutions, and collaborate with Learning & Development to address training needs based on QA findings. Work with product operations to leverage QA insights and provide strategic recommendation

Your Expertise:

• Domain Expertise: Subject matter expert in training practices and solid understanding of how training and quality teams work together to continuously improve operations. 

• Experience in Instructional Design. Familiarity with Gagne’s 9 Events of Learning, Kirkpatrick's levels of evaluation and the ADDIE training model. The ability to work within and without these frameworks when necessary.

• Program/Project management skills and the ability to work with multiple stakeholders and drive programs from conception to completion

• Analytical Capabilities: You can build your own reports and dashboards and leverage data and metrics to make informed decisions. 

• Communication: Exceptional written and verbal communication skills. You seamlessly present ideas and project proposals to all levels of the business. 

• You are proactive and navigate ambiguous situations with confidence and know the right situations in which to raise a red flag to your leadership team.

• Problem solving and resourcefulness: You research possible outcomes and proactively make recommendations to your stakeholders. 

• Team Player: You enjoy collaboration and know how to develop productive relationships with partners

• Growth Mindset: You’ll give and take feedback well, learn from your mistakes and operate with a growth mindset.

• You enjoy digging into details and operating at the lowest level

• You are comfortable pulling data from multiple sources, reading and analyzing data, doing analysis in google sheets, and partnering with the data science team for more complex analyses. 

• The ability to move deftly between administration focused work and training delivery such as training tracking, scheduling, strategy alignment with stakeholders, facilitating training and monitoring training progress.

• Ability to cut through ambiguity and adapt to rapidly changing demands.

• Understanding and appreciating a variety of multicultural backgrounds and how that affects training creation and delivery.

• Understanding of quality operations and quality metrics and how it relates to training and closing the feedback loop for improvements and retraining. 

• Experience managing, tracking and reporting on training progress in LMS tools

About Kikoff:

Kikoff is a personal finance platform designed to help millions of underserved Americans achieve financial wellness. Our mission is to provide refreshingly fair, effective, and simple pathways for everyday people to meet their financial goals. We design financial products that simplify credit building so our users can reach their financial goals. Kikoff is a Series B company and has raised over $42 million in total funding. Investors include Portage Ventures, Lightspeed Venture Partners, GGV, Coatue, Core Innovation Capital, and basketball star Stephen Curry. Kikoff was founded in 2019 and is headquartered in San Francisco with an office in Reno.

Why Kikoff:

This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We are backed by some of Silicon Valley’s top VCs. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.

Competitive pay based on experience

🏥 Medical, dental, and vision coverage - Kikoff covers the full cost of health insurance for the employee!

📈 Stock Options

🏝 Flexible vacation policy to help you recharge

💰 US salary range for this full-time position consists of base + equity + benefits

Location: San Francisco, CA OR Reno, Nevada

Visa sponsorship available: Kikoff is willing to provide sponsorship for H1-B visas and U.S. green cards for exceptional talent.

Equal Employment Opportunity Statement 

Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

Please reference the following information for more information:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdfhttps://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf