About Figure
Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.
By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.
Together with our 170+ partners, we’ve originated over $17 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.
We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.
About the Role
We’re looking for an Operations Quality Assurance Specialist to join our growing Customer Operations team in Reno, NV or Charlotte, NC! As a Quality Assurance Specialist, you’ll ensure that Figure is mitigating risk through ongoing review of Customer Operations interactions and tasks, confirm loan processing adherence according to Figure’s Policies and Procedures, and work with leaders to provide feedback to give the best possible customer experience. You will be a part of a budding team within the Customer Operations department. This is a great opportunity to own the QA process with a fast-growth startup!
What You’ll Do
- Evaluate and provide feedback on how Customer Operations teams interact with customers by monitoring, reviewing and scoring calls, chats, emails, and tasks
- Coordinate and participate in calibration sessions with Customer Operations teams to ensure consistent application of quality standards
- Act as a subject matter expert to ensure all Customer Operations Team members are meeting our quality expectations and providing a positive experience for all customers
- Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements
- Establish yourself as a subject matter expert on all of Figure’s products and services, maintaining a current and comprehensive knowledge base.
- Determine and reinforce high customer service and accountability standards
- Support “ad-hoc” analytical and operations related projects
- A portion of time will be dedicated to assisting the Operations teams by handling interactions, task processing, or additional responsibilities as assigned
What We Look For
- 2+ years of experience with working in a customer contact center environment with a focus on employee mentoring and development
- Previous experience working in a Quality Assurance role is a plus
- Knowledge of the financial services regulatory environment
- Focused, self-motivated and reliable with the ability to stay focused on a task and work independently
- Ability to learn and perform all duties of Customer Operations agents, including but not limited to completing tasks, emails, chats and having phone interactions with customers
- Ability to build rapport and trust with teams cross-functionally and across all levels
- Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
- Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
- Ability to thrive in a fast-paced startup company
Salary
- Compensation Range: $23.69/hr - $29.62/hr
- 25% annual bonus target, paid quarterly
- This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs
Benefits
- Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits
- Employer-funded life and disability insurance coverage
- 11 Observed Holidays & PTO plan
- Up to 12 weeks paid family leave
- Continuing education reimbursement
Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.
Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
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