Quality Assurance Specialist II

closed
Affirm Logo

Affirm

πŸ’΅ $71k-$100k
πŸ“Remote - United States

Summary

Join Affirm's rapidly growing Customer Operations Team as a Quality Assurance specialist! You will play a key role in ensuring high-quality customer experiences by evaluating interactions, collaborating with cross-functional partners, and implementing process improvements. This position requires 2+ years of QA experience, intermediate Excel skills, and strong analytical and 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 role is primarily remote, offering flexibility and work-life balance. Apply now to contribute to Affirm's mission of reinventing credit!

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

  • 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
This job is filled or no longer available

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