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 & Merchant Operations Teams are growing rapidly! We have a network of external service 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 our Operational Excellence department. This team is responsible for ensuring that our Customer & Merchant-facing teams are providing the highest quality service 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, Compliance & Product Teams to identify improvement opportunities in the areas of people, process, tools and technology.
What You'll Do:- Work collaboratively across departments with staff and managers at all levels to assess outcomes, find opportunities for development and improve performance
- Assess the success of Go To Market initiatives and New Product Integration within the Operations organization
- Act as a change agent to promote organizational growth and help to support a culture of continuous quality improvement
- Conduct high volume call listening and email/chat reviews to understand the customer and agent experience
- Conduct post-implementation analysis on projects to evaluate the effectiveness of the projects and determine post-launch savings to the business
- Analyze situations or data that requires in-depth evaluation of variable factors
- Document and analyze current workflow opportunities and partner with the Process Design team to redesign better processes Provide robust qualitative and quantitative data explaining difficulties and propose solutions to build a clear path for Product, Process and Training Teams to action
- Summarize outcomes and present findings and ideas in a concise way, including development of key performance measures and dashboards
- Track progress for performance and quality assurance initiatives to ensure proposals are implemented and maintained
- Experience in leading large-scale organizational performance and process improvement initiatives
- Experience with program development, implementation and change management
- Excellent oral and written presentation skills with ability to write and present for a variety of audiences
- Interpersonal skills to support dynamic teams and the ability to communicate effectively with a wide variety of individuals
- Strong problem solving and trends analysis abilities
- Adapt to changing workload and circumstances optimally as well as respond to information quickly
- Prior experience working in the financial services, fintech space or sophisticated operational or customer support role a plus
Location - Remote Canada
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.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account. The grade for this position in Colorado is listed above.
Read more about what that means for this position; find the Colorado base pay range for the position and benefits here.
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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