Quality Assurance Specialist II

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