Training \u0026 Quality Assurance Assistant

About You:

If you love training, coaching, and creating documentation, this role is for you! You're highly reliable, ambitious, energetic, and customer-focused. You love process and being able to make contextual judgments based on data while remaining poised in the face of challenges. You will ensure all of our amazing customers have a memorable and insanely great experience. While delivering your monthly quality assurance audits, you'll also analyze contact trend reports, strategize new ways to wow our health care community, and serve as a voice of the customer to our organization.

Requirements

• 1 year of experience in a contact center or similar customer-facing role, with a deep understanding of great customer experience
• You love coaching and training and see results
• You have a working knowledge of contact center technology such as Zendesk
• You are task-oriented and obsessed with resolving issues
• You have strong listening, problem-solving, and organizational skills
• You have excellent verbal and written communication skills
• You can work under pressure in a fast-paced environment, including some weekends and holidays as needed

• You are a happy, positive person who has a great approach to dealing with others
• You have a proven work ethic and integrity
• You have a desire to excel and grow with FIGS
• You are 100% Awesome. Like our scrubs.
• You have a BA or BS

What you'll do:

• You will quality assure 10+ phone, email, and chat interactions per month for all Cx associates, internal and external
• You will be responsible for training and coaching that achieves 95% plus monthly quality assurance and 90% plus CSAT
• You will be the subject matter expert of a great FIGS customer experience and contribute to the day to day management of our learning tools (eg: knowledge base)
• You will contributor and co-facilitate the two-week training and development of all new hires and ongoing upskill training of all existing associates
• You will identify trends in customer inquiries or issues about products and services
• You will spearhead team culture and social initiatives
• You will report directly to the Manager of Training & Quality Assurance

A little bit about us...

The medical apparel industry is antiquated, highly fragmented and, until FIGS, was driven solely by low-cost providers offering a limited selection of poor quality products sold through third party distributors. FIGS is revolutionizing the medical apparel industry by creating the highest quality medical apparel in the world and by selling directly to medical professionals through our branded ecommerce site.

FIGS' foundation is built on product quality, and we have a relentless focus on three key areas: fabric, fit and function. We developed our proprietary, performance-oriented fabric technology to meet the demands of the medical profession. FIGS' Technical Collection fabric is wrinkle resistant, moisture-wicking, lightweight, breathable and offers four-way stretch. Our designs are tailored, sophisticated and innovative, incorporating features such as yoga waistbands, smart storage (pockets, zippers, hidden pockets) and inspirational sayings inside each garment that appeal to modern healthcare professionals.

By offering a branded and customer-centric online shopping experience, we are changing how medical professionals buy their workwear. Through our website, social media, and participation in medical conferences and events, we have built a strong following within the medical community and a meaningful connection with our customers, which allows us to understand their needs and to ensure that FIGS is continuously improving and innovating.

FIGS' Threads for Threads initiative is central to our mission. FIGS has donated hundreds of thousands of scrubs to healthcare providers in need around the world.