Quality Assurance Specialist II

Summary

Join Affirm's rapidly growing Customer Operations Team as a Quality Assurance specialist! You will evaluate customer interactions, ensuring high-quality experiences. Collaborate with cross-functional partners to maintain quality standards and implement process improvements. This role requires 2+ years of QA experience, intermediate Excel skills, and strong communication abilities. Affirm offers a competitive compensation package including 100% subsidized medical, dental, and vision coverage for you and your dependents, flexible spending stipends, and competitive time off. The position is remote-first, allowing flexibility to work from almost anywhere within the country of employment.

Requirements

• 2+ years of experience in a Quality Assurance role
• Intermediate Excel/Google Sheets skills for data analysis and reporting
• 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

Responsibilities

• 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

Preferred Qualifications

Prior experience working in the financial services or fintech space

Benefits

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