What are the responsibilities and job description for the Quality Assurance Specialist - Merchant Operations position at Affirm?
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 Operational Excellence. This team is responsible for ensuring that our Customer Care and Operations Teams are providing the highest quality, most delightful experiences 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, our Compliance Teams and more in order to ensure our teams are providing a phenomenal overall customer experience!
What You'll Do:
- Collaborate with Quality Assurance Team Lead and Merchant Operations Leadership to define and rollout a Quality Assurance program
- Create all necessary documentation and SOP’s for program details
- Regularly evaluate and provide feedback to Merchant Operations Teams by monitoring, reviewing and scoring emails
- Partner with Quality Assurance Analyst to create dashboards and reporting
- Coordinate and participate in calibration sessions with Merchant Operations Leadership to ensure consistent application of quality standards
- Act as a subject matter expert to ensure team members are meeting our quality expectations
- Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements
- Capture outstanding email correspondences to be added to our customer interaction library for training purposes
What We Look For:
- 2 years of experience with working in a customer contact center environment with a focus on Merchant Operations
- Previous experience working in a Quality Assurance role is a plus
- Focused, 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 solid working relationships with all levels of the organization
- Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
- Prior experience working in the financial services or fintech space is a plus.
Location - Remote U.S.
