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Quality Assurance Specialist - Merchant Operations
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. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly.
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, our Compliance Teams and more in order to ensure our teams are providing a phenomenal overall customer experience!
What You'll Do:
- Collaborate with Quality Assurance Team Lead and Merchant Operations Leadership to define and rollout a Quality Assurance program
- Create all necessary documentation and SOP’s for program details
- Regularly evaluate and provide feedback to Merchant Operations Teams by monitoring, reviewing and scoring emails
- Partner with Quality Assurance Analyst to create dashboards and reporting
- Coordinate and participate in calibration sessions with Merchant Operations Leadership to ensure consistent application of quality standards
- Act as a subject matter expert to ensure team members are meeting our quality expectations
- Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements
- Capture outstanding email correspondences to be added to our customer interaction library for training purposes
What We Look For:
- 2+ years of experience with working in a customer contact center environment with a focus on Merchant Operations
- Previous experience working in a Quality Assurance role is a plus
- Focused, 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 solid 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 or fintech space is a plus.
Location - Remote U.S.
Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
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.
By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy, or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
