Affirm
QualityAssuranceSpecialistII
“Quality Assurance Specialist II at Affirm. Skills: Quality Assurance, Audit, Operational Quality, Program Design, Data Analysis, Stakeholder Management, Communication. Design and own the QA program for your area of scope, including frameworks for sampling, coverage, audit cadence, and scoring methodology aligned with overall strategy.. Build structured feedback loops that synthesize data from audits, interaction transcripts and automation outputs to identify systemic quality issues and remediati”
What You'll Achieve.
Enhance the customer experience; Reduce recontacts and unresolved issues; Measurably improve customer outcomes (CSAT, recontacts, resolved issues).
Industry & Context.
Identify systemic quality issues; Proactively identifying quality signals; Designing control strategies and QA programs; Influencing stakeholders to embed quality into roadmap and operational planning.; Proactively identifying, assessing, and remediating systemic quality gaps; Synthesizes audit signals, interaction data, and customer impact to drive prioritization of scalable controls, SOPs, and improvements.; Connect the dots between signals and systemic quality issues; Investigate recurring failures and run root-cause analysis
What They're Looking For.
Must Have
5+ years of experience in quality assurance, audit, operational quality, or a closely related function in a high-scale or regulated environment., Demonstrated ownership of QA or controls programs with measurable impact on process, product, or customer outcomes., data skills, including dashboard/reporting development experience., Experience working cross-functionally with Ops Enablement, Vendor Management, Product, and Compliance, Exceptional communication and stakeholder engagement skills., Experience in financial services or fintech.
Nice to Have
Prior vendor QA management and calibration program ownership., Experience with automation-enabled QA tools (e. g. , conversational AI outputs) and integrating automated signals into QA workflows.
What You'll Do.
Design and own the QA program for your area of scope
including frameworks for sampling
and scoring methodology aligned with overall strategy.
Build structured feedback loops that synthesize data from audits
interaction transcripts and automation outputs to identify systemic quality issues and remediation opportunities.
Translate QA signals into clear
data-backed narratives that influence prioritization across Product
Operations Enablement
and Vendor Management.
Develop dashboards and reporting infrastructure to track quality exposure
calibration alignment
and remediation progress over time.
Lead calibration and scoring integrity efforts across vendor and internal auditors.
Create and maintain SOPs
and ensure version control
and frontline adoption.
Investigate recurring failures and run root-cause define and track prioritized remediation plans and measure impact on agent outcomes and customer experience.
Act as a strategic thought partner in cross-functional forums to embed QA thinking into roadmap and process decisions.
Drive vendor QA performance through coaching
and partner with Vendor Management on performance actions.
Coach and mentor vendor support staff
Contribute to team development by reinforcing a culture of proactive quality ownership and continuous improvement.
How You'll Work.
Team & Collaboration
Partner closely with cross-functional teams across Ops Enablement, Vendor Management, Product, and Compliance; Partnering closely with cross-functional teams; Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management.; Act as a strategic thought partner in cross-functional forums; partner with Vendor Management on performance actions.
Communication Scope
Strategic communication; Ability to clearly articulate findings in operational, technical, and customer-centric terms to peers and stakeholders.; Exceptional communication and stakeholder engagement skills.
Process & Methodology
Drive prioritization of improvements, Drive prioritization of scalable controls, SOPs, and improvements., Define and track prioritized remediation plans
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