5 Vervent Jobs

Summary:

The Director of CX Quality and Training leads the strategy, design and implementation of all CX Quality and Training policies, programs, and related insights.

This person will be responsible for establishing standards, policies, and procedures to evaluate the effectiveness and efficiency of customer experience, provide insights to business operations and drive improvement through close collaboration with business line leaders throughout the organization.

This position has direct oversight for establishing a comprehensive Training program inclusive of training modules, communications, evaluations and policy and procedure manuals.

As a member of the leadership team, the Director of CX Quality and Training will plan and implement best in class development and monitoring functions while enhancing employee engagement and overall client and customer satisfaction.

Responsibilities:

- Develop Quality and Insights Strategy: Develop a strategic vision for customer service quality and insights that will drive organizational goals and objectives, including creating consistent standards for quality across CX and implementing industry leading programs and methodologies, supported by technology.

- Most importantly, this person is responsible for representing the voice of the customer and the voice of the business through robust insights related to our offerings.

- Support business transformation efforts through the development of comprehensive and effective training curriculum and QA program.

- Maintain primary responsibility for ensuring customer satisfaction, resolving compliance issues, and accountability for end-results.

- Analysis: Define, measure and monitor Departments' performance to KPIs and SLAs.

- Analyze results and develop action plans based on findings from quality programs and related insights.

- Create implementation plans to drive improvement across key metrics with operational and client service teams.

- Identify and implement best practices for accountability with appropriate reporting metrics that support client and company goals and objectives and lead to highly engaged team performance.

- Evaluate existing processes and identify opportunities for improvement.

- Collaborate with Stakeholders: Partner with cross-functional teams to align goals as well as action plans to improve business performance and drive process improvement.

- Contribute to business planning and strategic direction with executives of each business unit for ongoing client and employee support through strong training, employee development, and well documented policies and procedures.

- Stay Current with Industry Trends, including Technology: Stay abreast of industry trends, best practices, and emerging technologies in customer service, training, and quality.

- Incorporate innovative approaches and tools to enhance the impact and efficiency of the customer experience leveraging AI and LLM.

- Manage quality and training professionals: Lead and supervise a team of quality and training professionals responsible for analyzing and delivering insights to key stakeholders.

- Provide guidance, direction, and set expectations including adherence to best practices.

- Develop and maintain professional partnerships with cross-functional management while being accountable for execution of day-to-day employee development, employee performance related to quality standards and policies and procedures.

- Culture: Foster a results-driven culture and deep understanding of Customer and Employee needs.

- Provide leadership that creates an entrepreneurial work environment through involvement in developing and hiring superior talent and instilling a culture of collaboration, accountability and measurability.

Requirements/Qualifications:

- Bachelor's degree in Business, Management, or related field.

- 15+ years' experience directly related to the primary responsibilities listed and inclusive of 5+ years in leadership roles.

- Expertise in applying instructional design principles and adult learning theories to create engaging, effective training programs tailored to diverse learning styles.

- Experience with contact center software, quality management systems and metrics.

- Ability to conduct thorough needs assessments, job-task analyses, and evaluate training effectiveness using a variety of data analysis tools and methodologies.

- Demonstrated ability and experience in cultural transformation with measurable results through the use of analytics and metrics.

- Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy.

- A creative mindset with the ability to leverage cutting-edge educational technologies and methodologies to enhance learning experiences and outcomes.

- Must demonstrate proven leadership skills with the ability to influence key decision makers, work autonomously and effectively collaborate across business lines under time pressure and dynamic priorities.

- Proficient in managing multiple initiatives simultaneously, from initiation through to completion, ensuring timely delivery and adherence to budget and scope.

- Solid organizational skills with ability to lead teams of various sizes, focus on broader goals and project details simultaneously, and multi-task effectively.

- Ability to manage large-scale operations, including multiple Departments and geographies.

- Proven ability with operational analyses, business process optimization and performance indicators to drive quality controls, policies/procedures and training.

Company Overview:

As a fintech leader, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services.

We support our industry-leading partners with primary strategic services and our goal is to empower companies to accelerate business, drive compliance, and maximize service.

Founded in 1986, purchased by current CEO, David Johnson, in 2008 Privately owned by Stone Point Capital, Vervent Management and other passive investors.

Lines of Business:

Primary Servicing - Loan, Credit Card & Lease.

Capital Markets Services - Backup Servicing, Verifications,.

Collateral Management, Structured Settlements, etc.

Credit Card Programs - within the Vervent Card Division we offer a) Captive Credit Card Programs (secured and unsecured) b) Managed Card Services.

Global Service Operations supports all divisions to facilitate servicing and card program management Clients include consumer and small business "marketplace" lenders, finance companies, leasing companies, insurance companies, captive finance companies, alternative capital providers, consumers and banks Vervent services ~$150 billion in assets as a primary and backup servicer.

It also manages ~1 million consumer credit cards.