Customer Experience Training and Quality Manager

Tala is looking for a highly motivated Customer Experience Training and Quality Manager to help us create exceptional training and quality assessment programs for our Customer Experience team. Tala is a world leader in providing direct loans and financial services in emerging markets. We are a global team with diverse backgrounds who are singularly focused on using technology, data and customer-centric approach to meet the financial needs of the 2+ billion people of the emerging global middle class.

As the Customer Experience Training and Quality Manager, you will work with the global Customer Experience team, located in each of Tala’s markets. The role focus is to develop, implement and improve training programs to  help local teams enhance our customer engagement behavior, and ensure that Tala is engaged in best in class customer support. A candidate successful in this role would be someone who understands adult learning, is cognizant of cultural diversity in learning styles and can analyze training effectiveness through quantitative and qualitative analysis. This candidate would also have experience in managing and developing team members to support training and quality analysis.

Responsibilities:

• Development of tiered training program and modules for new hire onboarding for Customer Experience team members
• Management of regional training programs and team members responsible for implementation in each market
• Management and enhancement of quality assessment tools and evaluations regionally
• Create and manage regular metrics reporting for regional customer experience teams
• Source, chart and analyze data to support company goals
• Maintain regular product change and systems training
• Research and define the root cause of issues, and communicate clearly and in a friendly manner to solve the issues while building loyalty with the customers
• Work with customer experience leads in regions to maximize productivity and quality while working towards reducing costs
• Analyze effectiveness of current strategies; identify opportunities for improvement
• Report regularly on KPIs at all levels within the organization for transparency and data informed decision making
• Work with CX leadership on optimizing utilization of CRM tools and determine best practices or opportunities for improvement
• Maintain accurate documentation for all tools and training updates

Requirements:

• Adult learning and/or instructional design experience
• 2+ years experience in customer support, product development, and/or content marketing
• 2+ years experience in consumer finance or microfinance or fintech
• 2+ years management experience
• Attention to detail, with a research oriented mindset to determine improvements for training, quality assurance improvements
• Proven ability to deploy set standards, procedures and policies
• Analytical, with a data-informed approach to management and decision making
• Willingness to travel without restriction anywhere from 10-20% of the time
• Willingness to take on a key function of our organization and desire to bring best in class servicing to all of Tala

Preferred Skills & Experience:

• Knowledge of the financial services industry (Know Your Customer, financial compliance, etc.)
• Comfortable with ambiguity
• Experience working in Agile

About Tala

Tala is the leading mobile technology and data science company committed to financial inclusion globally. More than 1.3 million people have borrowed through Tala’s smartphone app, which provides instant credit scoring, lending, and other personalized financial services in emerging markets. Tala has raised more than $105 million from leading venture and impact investors including Revolution, IVP, Ribbit Capital, Data Collective, and Lowercase Capital. Tala’s global team is headquartered in Santa Monica, with additional offices in Nairobi, Manila, Dar Es Salaam, Mexico City, Mumbai, and Bangalore.