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, and our Compliance teams in order to ensure our teams are providing a phenomenal overall customer experience!
What You'll Do:
- Provide direct supervision and professional development to a team of QA members in a hyper-growth environment
- Develop the team to navigate a high growth and evolving environment while ensuring they build an encouraging environment. Use quality monitoring data management system to compile and track performance at a team, individual and department level
- Analyze daily performance activities, utilizing multiple reporting systems and provide ongoing performance feedback
- Identify training deficiencies, agent performance gaps, trends and additional needs through performing various forms of monitoring
- Lead conversations, both written and verbal, with Operational leaders and external teams to drive improvements across all QA metrics
- Perform analysis and provide an Executive Summary on missed quality goals
- Develop action plans to reduce or eliminate root cause issues and improve operational performance
What We Look For:
- 2+ years of experience within people management or people leadership positions
- Ability to clearly communicate verbal and written feedback effectively when auditing and mentoring agents who support our network
- Must have proven experience in the field of quality assurance and/or quality management
- Focused, self-motivated and reliable with ability to stay focused on a task and work independently
- Possesses a positive demeanor with excellent interpersonal skills and the ability to interact and build working relationships with all levels of the organization
- Ability to lead and work in a team environment, adapt to changing workload and circumstances effectively as well as respond to new information quickly
- Previous experience in the financial services industry a plus
Location - Remote Canada
The majority of our roles can be located anywhere in the U.S. (exclusive of the U.S. Territories) and Canada (with the exception of Quebec).
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.
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