Quality Assurance Specialist II

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 Operations Team is growing rapidly! We have a network of external providers and internal teams that need a top rate Quality Assurance and Training and Development culture that can keep up.

Our Quality Assurance (QA) Team sits within Shared Services. This team is responsible for ensuring that our Customer Care and Merchant Operations Teams are providing the highest quality, most delightful experiences to our customers. As a key member of our Quality Assurance Team, you will work with our cross-functional partners such as Process Excellence, Training, Workforce Management, Vendor Management and our Compliance Teams in order to ensure our teams are providing a phenomenal overall customer experience!

What you'll do

• Evaluate and provide feedback on how Customer Operations Teams interact with customers by monitoring, reviewing and auditing calls, emails and chats

• Coordinate and participate in calibration sessions with Vendor Partners and 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

• Work cross functionally with partners on addressing identified agent and interaction opportunities

• Create all necessary documentation and SOP’s for program details

• Create dashboards and reporting for QA metrics/KPIs

What we look for

• 2+ years of experience in a Quality Assurance role

• Intermediate Excel/Google Sheets skills for data analysis and reporting

• Prior experience working in the financial services or fintech space a plus

• Focused, self-motivated and reliable with ability to multi-task and work both in a team setting and independently

• 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

Pay Grade - E
Equity Grade - 3

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.).  In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

Canada base pay range per year: $63,000 - $83,000 CAD

LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: 

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents 
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

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