Remote Manager, Quality Assurance

Summary

Join Affirm's Customer Operations team as a Quality Assurance Leader and drive quality assurance expansion and diversification efforts across the portfolio of work. Provide strategic direction and program oversight to QA Leads, Team members, and vendor partners in a hyper-growth environment.

Requirements

• Minimum 5+ years of progressive experience within people management or people leadership positions in the field of quality assurance, quality management, or analytics
• Intermediate SQL and Excel/Google Sheets skills for data analysis and reporting

Responsibilities

• Provide strategic direction and program oversight to QA Leads, Team members, and vendor partners in a hyper-growth environment
• Drive quality assurance expansion and diversification efforts across portfolio of work
• Drive planning and prioritization of projects, timelines, and resource allocation
• Oversee the delivery of quality standards and expectations to our external vendor partners
• Develop and leverage quality monitoring data to monitor the overall health of the program and to address key signals of performance gaps and risk mitigation
• Identify programmatic and performance deficiencies, recommend corrective actions, and drive to completion
• Develop action plans to reduce or eliminate root cause issues and improve operational performance
• Leverage strong presentation and communication skills to lead conversations, both written and verbal at all levels of the organization both internally and externally to drive improvements across all QA metrics
• Provide regular quality reports and trend analysis to senior leadership and make recommendations that will ensure adherence to compliance and improve customer experience
• Continually improve the Quality Assurance Program across teams for both in-house and outsourced teams (which includes creating standardized processes and workflows, QA frameworks and guidelines, revamping QA Scorecards, etc)
• Identify actionable insights and collaborate with the Product, Process, and Training Teams in recommending opportunities for improvements
• Consistently improve the Customer Experience across our key channels and products by developing reports and insights (weekly, monthly, and quarterly)
• Manage and maintain the Quality Assurance Tool system of record and associated reports and outputs
• Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of team members and creating an environment where people can excel through accountability, encouragement, and empowerment
• Keep ahead of industry developments and apply best practices to areas of improvement

Benefits

• 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