Quality Assurance Associate (Customer Operations) Job Vacancy in Affirm San Francisco, CA 94126 – Latest Jobs in San Francisco, CA 94126 – updated today

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Company Name : Affirm
Location : San Francisco, CA 94126
Position : Quality Assurance Associate (Customer Operations)

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. 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 training and development culture that can keep up. This will require partnering with leaders across Customer Operations to provide feedback to the agents and specialists for the interactions that are reviewed. The Training and Quality team has the critical role of continuously improving the knowledge of Affirm’s customer facing teams and directly responsible for how these teams improve in delivering compliant, high quality and exceptional customer experiences.
Our Quality Assurance team sits within Customer Operations Training & Quality. This team is responsible for ensuring that our Customer Care and Operations teams are providing the highest quality, most delightful experiences to our customers. The QA team reviews and scores customer interactions (including but not limited to phone calls, emails, chat) and transactions to make sure that quality standards are met. As a key member of our Quality Assurance team, you will work with members from all aspects of Affirm conducting deep dives to identify trends along with providing feedback and identifying opportunities for improvement based on root cause analysis.
What you’ll need to succeed You have a passion for helping teams deliver exceptional customer experiences and ensuring the interactions they have with customers adhere to policies and procedures.
What you’ll get in return A hands on opportunity to help create a first class customer experience by supporting our passionate customer centric teams and ensure they are able to delight our customers each and every day.
What you’ll do

Assists the Front Office and/or Back Office teams improve in delivering compliant, high quality and exceptional customer experiences.
Performs customer interaction monitoring (such as phone calls, emails), assesses against designated KPI scorecards
Is a subject matter expert to ensure Customer Care Agents and Customer Operations Specialists are meeting customer and quality expectations
Actively participate in calibration sessions for the Customer Operations leaders and our Vendor partners. Provide feedback accordingly for the interactions reviewed
Collaborates with team members to identify root cause of missed quality goals and assists in developing action plans to meet company objectives

What we look for

You must have between 1-3 years of progressive experience in a customer contact center environment
Previous experience working in a Quality Assurance role is a plus
Prior experience working in the financial services, fintech space or complex operational or customer support role a plus
Cares about customer experience and enjoys reviewing customer interactions to coach positive and opportunity behaviors
Action and results oriented who doesn’t wait for someone to tell them what to do and executes to get things done
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
Effective communicator and problem solver
Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
Proactive thinking, constantly seeking improvement opportunities in work

Location – Remote U.S.
Grade – USA24

Please note that visa sponsorship is not available for this position.

#LI-Remote

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.
[Colorado Candidates] In accordance with Colorado’s Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.

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.

Inclusivity:

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 2021 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.

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