Quality Assurance Manager

Summary

Join Affirm's rapidly growing Customer Operations team as a Quality Assurance leader! You will provide strategic direction and program oversight to QA teams and vendor partners, driving quality assurance expansion and improvements across various operations. This role involves developing and leveraging quality monitoring data, identifying performance deficiencies, and recommending corrective actions. You will also create standardized processes and workflows, manage the QA tool system, and drive employee engagement. The ideal candidate possesses extensive experience in quality assurance leadership, strong analytical skills, and exceptional communication abilities. Affirm offers a competitive compensation package including comprehensive health benefits, flexible spending stipends, and generous time off.

Requirements

• You must have a minimum of 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
• Strong understanding of QA principles, tools and best practices in embedding quality management in an organization
• Experience building, scaling and managing quality programs in a high growth and complex organization
• Exceptional organizational skills and the ability to multitask and work under pressure to meet deadlines
• Customer centric with a passion for delivering the best customer experience with exceptional attention to detail, problem solving skills and ability to apply sound judgment
• Thrives in a faced-paced environment with constant change and a rapidly growing team
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization
• Ability to work in a team environment, adapt to changing workload and circumstances effectively as well as respond to new information quickly
• Willing to travel (up to 25%)

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 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

Preferred Qualifications

Prior experience working in the financial services, fintech space or complex operational or customer support role a plus

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Equity rewards
• 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
• Remote work