Associate Lead, Fraud Operations Performance

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

At Affirm, our Customer & Fraud Operations (FrOps) team is growing rapidly! We have a network of external providers and internal teams that need a top rate Quality Assurance (QA) culture that can keep up.

Our FrOps Case Review Team sits within QA and our Shared Services Team. The FrOps Case review team is responsible for completing secondary case audits for agents located both internally and at our vendor locations to ensure that a high level of accuracy is maintained. The team is responsible for associated reporting and feedback being shared with a variety of key stakeholders such as Leadership and Vendor Management. As a key member of our FrOps Case Review Team, you will work with cross-functional partners such as Vendor Management, Process, Knowledge, Training and Compliance to drive awareness, programmatic insights and improvements. 

What You'll Do

• Provide direct supervision and professional development to a team of FrOps Case Review Team members in a hyper-growth environment

• Develop the team to navigate a high growth and evolving environment while ensuring an encouraging environment. 

• Leverage quality monitoring data management system to compile and track performance at a team, individual and department and programmatic level

• Establish and maintain necessary programmatic performance and metrics reporting

• Analyze daily performance activities, utilizing multiple reporting systems and provide ongoing performance feedback

• Identify training deficiencies, agent performance gaps, trends and additional needs through performing various forms of monitoring

• Lead conversations, both written and verbal, with Operational leaders and external teams to drive programmatic improvements 

• Perform analysis and provide an executive performance updates

• Develop action plans to reduce or eliminate root cause issues and improve operational performance

What we look for

• 2+ years of experience in Fraud Operations 

• 2+ years of experience within people management or people leadership positions

• Ability to clearly communicate verbal and written feedback effectively 

• Must have proven experience in the field of FrOps, Quality Assurance and/or Quality Management

• Focused, self-motivated and reliable with ability multi-task and work …