Affirm
QualityAssuranceSpecialistII
Neural analysis suggests this role is
optimal for Mid candidates.
“Quality Assurance Specialist II at Affirm. Skills: Program design expertise, analytical fluency, Systems thinking, Audit & calibration depth, Influence without authority, Strategic communication, Operational depth, Customer-centric lens. 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 an”
Industry & Context.
Systems thinking: Ability to connect quality signals across processes, tools, vendors, and functions to surface patterns and drive systemic fixes.; Investigate recurring failures and run root-cause define and track prioritized remediation plans and measure impact on agent outcomes and customer experience.
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; Exceptional communication and stakeholder engagement skills.
Process & Methodology
Define and track prioritized remediation plans
Full Job Description
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. We’re looking for a strategic and analytically driven Quality Assurance professional to join the Customer Operations team and support the design of a robust, data-informed QA framework for a defined pod(s) and/or line(s) of business. This role will partner closely with cross-functional teams across Ops Enablement, Vendor Management, Product, and Compliance to identify systemic quality issues, build feedback loops from audits, interaction data, and drive prioritization of improvements that enhance the customer experience and reduce recontacts and unresolved issues. This is a high-impact, builder role focused on proactively identifying quality signals, designing control strategies and QA programs, and influencing stakeholders to embed quality into roadmap and operational planning. The role is responsible for proactively identifying, assessing, and remediating systemic quality gaps across multiple products and servicing disciplines. Partnering closely with cross-functional teams, the role synthesizes audit signals, interaction data, and customer impact to drive prioritization of scalable controls, SOPs, and improvements. If you thrive in ambiguity, can connect the dots between signals and systemic quality issues, and have a passion for improving the customer experience through operational rigor—this is the role for you. What you’ll do 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 remediation opportunities. Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operation
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