Quality Assurance Specialist II

Affirm

6h•Remote

About The Position

Affirm is seeking a strategic and analytically driven Quality Assurance professional to join the Customer Operations team. This role will support the design of a robust, data-informed QA framework for a defined pod(s) and/or line(s) of business. The position will partner closely with cross-functional teams across Ops Enablement, Vendor Management, Product, and Compliance to identify systemic quality issues, build feedback loops from audits and interaction data, and drive the prioritization of improvements that enhance the customer experience and reduce recontacts and unresolved issues. This is a high-impact, builder role focused on proactively identifying quality signals, designing control strategies and QA programs, and influencing stakeholders to embed quality into roadmap and operational planning. The role is responsible for proactively identifying, assessing, and remediating systemic quality gaps across multiple products and servicing disciplines. By partnering closely with cross-functional teams, the role synthesizes audit signals, interaction data, and customer impact to drive prioritization of scalable controls, SOPs, and improvements. This role is ideal for individuals who thrive in ambiguity, can connect the dots between signals and systemic quality issues, and have a passion for improving the customer experience through operational rigor.

Requirements

Program design expertise: Experience designing scalable QA frameworks, audit programs, and calibration approaches that support long-term decision making.
Strong analytical fluency: Proficient at independently exploring datasets, writing queries, and building dashboards or analyses with analytics/BI tooling to surface prioritizable insights.
Systems thinking: Ability to connect quality signals across processes, tools, vendors, and functions to surface patterns and drive systemic fixes.
Audit & calibration depth: Demonstrated experience creating scorecards, running calibration programs, and maintaining scoring integrity across internal and vendor auditors.
Influence without authority: Proven success influencing product, operations, and impacted stakeholders to prioritize and implement fixes.
Strategic communication: Ability to clearly articulate findings in operational, technical, and customer-centric terms to peers and stakeholders.
Operational depth: Familiarity with servicing operations, vendor QA models, third-party dependencies, and compliance considerations.
Customer-centric lens: A bias for solutions that measurably improve customer outcomes (CSAT, recontacts, resolved issues).
5+ years of experience in quality assurance, audit, operational quality, or a closely related function in a high-scale or regulated environment.
Demonstrated ownership of QA or controls programs with measurable impact on process, product, or customer outcomes.
Strong data skills, including dashboard/reporting development experience.
Experience working cross-functionally with Ops Enablement, Vendor Management, Product, and Compliance.
Exceptional communication and stakeholder engagement skills.
Experience in financial services or fintech.

Nice To Haves

Prior vendor QA management and calibration program ownership.
Experience with automation-enabled QA tools (e.g., conversational AI outputs) and integrating automated signals into QA workflows.

Responsibilities

Design and own the QA program for your area of scope, including frameworks for sampling, coverage, audit cadence, and scoring methodology aligned with overall strategy.
Build structured feedback loops that synthesize data from audits, interaction transcripts and automation outputs to identify systemic quality issues and remediation opportunities.
Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management.
Develop dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress over time.
Lead calibration and scoring integrity efforts across vendor and internal auditors.
Create and maintain SOPs, scorecards, and playbooks; ensure version control, distribution, and frontline adoption.
Investigate recurring failures and run root-cause analyses; define and track prioritized remediation plans and measure impact on agent outcomes and customer experience.
Act as a strategic thought partner in cross-functional forums to embed QA thinking into roadmap and process decisions.
Drive vendor QA performance through coaching, calibration testing, remediation, and escalation; partner with Vendor Management on performance actions.
Coach and mentor vendor support staff.
Contribute to team development by reinforcing a culture of proactive quality ownership and continuous improvement.