Manager, Quality Assurance (Customer 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.

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 Shared Services. This team is responsible for ensuring that our Customer Care, Fraud Operations and Merchant Operations teams are providing the highest quality, most delightful experiences to our customers. As a key member and leader of our Quality Assurance team and programs, you will work with cross-functional partners such as Operations, Analytics, Vendor Partners and our Compliance teams in order to ensure our Agents are providing a great overall customer experience and to develop and lead programmatic improvements. 

What You'll Do

• Provide strategic direction and program oversight to QA Leads,  Team members and vendor partners in a hyper-growth environment

• Drive quality assurance expansion and diversification efforts across portfolio of work

• Drive planning and prioritization of projects, timelines and resource allocation

• Oversee the delivery of quality standards and expectations to our external vendor partners

• Develop and leverage quality monitoring data to monitor the overall health of the program and to address key signals of performance gaps and risk mitigation

• Identify programmatic and performance deficiencies, recommend corrective actions and drive to completion

• Develop action plans to reduce or eliminate root cause issues and improve operational performance

• Leverage strong presentation and communication skills to lead conversations, both written and verbal at all levels of the organization both internally and externally to drive improvements across all QA metrics

• Provide regular quality reports and trend analysis to senior leadership and make recommendations that will ensure adherence to compliance and improve customer experience

• Continually improve the Quality Assurance Program across teams for both in-house and outsourced teams (which includes creating standardized processes and workflows, QA frameworks and guidelines, revamping QA Scorecards, etc)

• Identify actionable insights and collaborate with the Product, Process and Training Teams in recommending opportunities for improvements

• Consistently improve the Customer Experience across our key channels and products by developing reports and insights (weekly, monthly and quarterly) 

• Manage and maintain the Quality Assurance Tool system of record and associated reports and outputs

• Drive employee engagement and a high performance culture within the team, ensuring effective performance management, coaching, and development of team and creating an environment where people can excel through accountability, encouragement and empowerment

• Keep ahead of industry developments and apply best practices to areas of improvement

What We Look For

• You must have a minimum of 5+ years of progressive experience within people management or people leadership positions in the field of quality assurance, quality management or analytics

• Intermediate SQL and Excel/ Google Sheets skills for data analysis and reporting

• Prior experience working in the financial services, fintech space or complex operational or customer support role a plus

• Strong understanding of QA principles, tools and best practices in embedding quality management in an organization

• Experience building, scaling and managing quality programs in a high growth and complex organization

• Exceptional organizational skills and the ability to multitask and work under pressure to meet deadlines

• Customer centric with a passion for delivering the best customer experience with exceptional attention to detail, problem solving skills and ability to apply sound judgment 

• Thrives in a faced-paced environment with constant change and a rapidly growing team

• 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, adapt to changing workload and circumstances effectively as well as respond to new information quickly

• Willing to travel (up to 25%)

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