Remote Associate Lead, Fraud Operations Performance

Summary

Join our Customer & Fraud Operations team at Affirm as a Quality Assurance (QA) leader and help us maintain a high level of accuracy in case reviews. As a key member of the FrOps Case Review Team, you will provide direct supervision and professional development to a team of members, develop programmatic performance and metrics reporting, and lead conversations with Operational leaders to drive improvements.

Requirements

• 2+ years of experience in Fraud Operations
• 2+ years of experience within people management or people leadership positions
• Ability to clearly communicate verbal and written feedback effectively
• Must have proven experience in the field of FrOps, Quality Assurance and/or Quality Management
• Focused, self-motivated and reliable with ability multi-task and work both in a team setting and independently
• Possesses a positive demeanor with excellent interpersonal skills and the ability to interact and build working relationships with all levels of the organization
• Ability to lead and work in a team environment, adapt to changing workload and circumstances effectively as well as respond to new information quickly

Responsibilities

• Provide direct supervision and professional development to a team of FrOps Case Review Team members in a hyper-growth environment
• Develop the team to navigate a high growth and evolving environment while ensuring an encouraging environment
• Leverage quality monitoring data management system to compile and track performance at a team, individual and department and programmatic level
• Establish and maintain necessary programmatic performance and metrics reporting
• Analyze daily performance activities, utilizing multiple reporting systems and provide ongoing performance feedback
• Identify training deficiencies, agent performance gaps, trends and additional needs through performing various forms of monitoring
• Lead conversations, both written and verbal, with Operational leaders and external teams to drive programmatic improvements
• Perform analysis and provide an executive performance updates
• Develop action plans to reduce or eliminate root cause issues and improve operational performance

Benefits

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