Resolutions Associate II

Summary

Join Affirm, a company reinventing credit, as a Quality Analyst. You will establish and maintain a robust knowledge management system for associates, ensuring quick access to accurate information. Responsibilities include editing and developing content, conducting audits, and collaborating on improving call quality and collections. The role requires 1-2 years of experience in a contact center or quality analyst role, excellent communication skills, and a customer-focused approach. 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. This is a remote-first position.

Requirements

• Minimum 1-2 years of experience in a contact center or quality analyst role, with a basic understanding of contact center operations and performance metrics
• Excellent verbal, written, and interpersonal communication skills
• Customer focused with a commitment to providing customers with an exceptional experience
• Focus on quality and collections
• Exceptional listening and analytical skills
• Solid time management skills

Responsibilities

• Establish and maintain a robust knowledge management system
• Edit and refine content to ensure clarity, consistency, and quality
• Develop and write content to help agents find information quickly and ensure they access the correct information
• Conduct monthly calibration and audit meetings
• Conduct quarterly calibrations
• Audit vendor Quality Analyst to maintain consistency, accuracy, and compliance across all levels of quality monitoring
• Work with a team to improve call quality and increase collection success
• Prepare and analyze internal and external quality reports for management staff review

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