Training & Quality Manager

About the Role

In this role, you will partner closely with cross-functional stakeholders to create and deliver end-to-end training services for our global support team while maintaining a robust support quality operation.

You will collaborate with the Operations team to set up, manage, and scale training and quality programs across a variety of workstreams. You will be responsible for ensuring we have best-in-class training programs that work hand-in-hand with our partners to improve agents' performance and the quality of customer support interactions. This includes global program governance, scaling operations, and strategic planning.

The ideal candidate has program management experience and is a team player with expertise in managing projects and relationships with BPO vendors while championing 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.

• Create and maintain a comprehensive “Day 1” onboarding training for new BPO agents.

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

• Execute knowledge checks, mock calls, and post-training surveys to validate learning and evaluate the effectiveness of training modules.

• Conduct root cause analyses on quality issues to develop actionable solutions and drive improvements.

• Establish and maintain strong relationships with vendors, keeping a tight and efficient feedback loop for quality assurance programs.

Your Expertise:

• 5+ years of experience in a similar role.

• Expertise in training practices and a solid understanding of how training and quality teams work together to continuously improve operations.

• Exceptional written and verbal communication skills.

• Strong program/project management skills and the ability to work with multiple stakeholders.

• Analytical skillset or a desire to learn how to build your own reports and dashboards to drive informed decisions.

• Proactive, with the ability to navigate ambiguous situations confidently and identify when to raise a red flag to your leadership team.

• A collaborative nature—you enjoy teamwork and consider yourself a team player.

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

$70,000 - $140,000 salary plus equity and benefits

Location: San Francisco, CA

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 

Compensation Range: $70K - $140K