Quality Assurance Specialist

| Remote
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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.

At Affirm, our Customer Operations team is growing rapidly! We have a network of external providers and internal teams that need a top rate Quality Assurance and Training and Development culture that can keep up.

Our Quality Assurance (QA) team sits within Operational Excellence. This team is responsible for ensuring that our Customer Care and Operations teams are providing the highest quality, most delightful experiences to our customers. As a key member of our Quality Assurance team, you will work with our cross-functional partners such as Operations, Customer Care, and our Compliance teams in order to ensure our teams are providing a great overall customer experience!

What you'll do

  • Evaluate and provide feedback on how Customer Care and Customer Operations teams interact with customers by monitoring, reviewing and scoring calls and emails
  • Coordinates and participates in calibration sessions with Customer Care and Customer Operations teams to ensure consistent application of quality standards
  • Act as a subject matter expert to ensure all Customer Care and Customer Operations Team members are meeting our quality expectations and providing a great 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
  • Gather exceptional calls and email correspondence to be added to our customer interaction library for training purposes

What we look for

  • You must have 2+ years of experience with working in a customer contact center environment with a focus on employee coaching and development
  • Previous experience working in a Quality Assurance role is a plus
  • Disciplined, self-motivated and reliable with ability to stay focused on a task and work independently
  • Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong 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
  • Prior experience working in the financial services, fintech space or complex operational or customer support role a plus.
Location

We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.

Please note that visa sponsorship is not available for this position

#LI-Remote

Check out our remote-first approach to learn more about the new ways we work.
 
If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways—not just candidates who check all the boxes.

At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2020 DEI Report.

We also believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state, and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages

Location

Affirm's office is located in San Francisco's Financial District with close access to great coffee, restaurants, and bars.

What are Affirm Perks + Benefits

Affirm Benefits Overview

We’re excited to announce that Affirm is now a remote-first company! The majority of our roles can be accomplished anywhere in the U.S. and Canada (with the exception of Quebec). While most Affirmers will have the option to choose a remote-first accommodation, our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.

For this new way of working, we’re thrilled to introduce a dynamic and competitive compensation model and total rewards package that complements our remote-first work style. Affirm’s 2021 benefits will allow flexibility for Affirmers to customize their experience by selecting benefits based on their individual needs and preferences to be successful from almost anywhere -- continuing to lean into our value of “People Come First”.

Culture
Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting nonprofit causes in our communities.
Friends outside of work
Eat lunch together
Intracompany committees
Our Diversity and Inclusion Council is comprised of Affirmers from across all organizations and levels working together to build towards a more diverse and inclusive workforce.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Affirm supports paid parental leave for periods of disability and for baby bonding.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Affirm provides leaves of absences for eligible employees under the federal Family and Medical Leave Act (FMLA) and California Family Rights Act (CFRA).
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Check out Affirm's 2020 DEI Report here: http://bit.ly/affirmdei2020

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