Quality Assurance Specialist II

About the role

Affirm is reinventing credit with a focus on honest, fee‑free financing. We are seeking a strategic, analytically driven Quality Assurance Specialist to join the Customer Operations team and build a data‑informed QA framework for our products and services.

Key responsibilities

• Design, own, and continuously improve the QA program, including sampling, audit cadence, and scoring methodology.
• Build structured feedback loops that combine audit data, interaction transcripts, and automation outputs to surface systemic quality issues.
• Translate QA signals into data‑backed narratives that influence product, engineering, and operations priorities.
• Develop dashboards and reporting tools to monitor quality exposure, calibration alignment, trends, and remediation progress.
• Lead calibration and scoring integrity efforts across internal and vendor auditors.
• Create and maintain SOPs, scorecards, and playbooks, ensuring version control and frontline adoption.
• Conduct root‑cause analyses of recurring failures and track remediation plans and their impact on agents and customers.
• Partner with Vendor Management to coach, calibrate, and improve vendor QA performance.
• Mentor vendor support staff and promote a culture of proactive quality ownership.

Required profile

• Strategic and analytically driven mindset.
• Comfort with ambiguity and ability to connect data signals to systemic quality issues.
• Passion for enhancing customer experience through operational rigor.
• Experience collaborating with cross‑functional teams such as Ops Enablement, Product, and Compliance.

Required skills