Quality Assurance Specialist II

About the Role

The role is centered around building a strong QA foundation, leveraging data and analytics to inform decision-making, and collaboratively working with various teams to drive process improvements. Your expertise in QA frameworks, audit programs, and analytical fluency will be crucial in designing and owning the QA program for your area of scope. You will also be responsible for developing dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress over time.

What You Will Do

• 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

What We Are Looking For

• 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 teams
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions
• Experience working in a fast-paced, dynamic environment, with a focus on continuous improvement and process optimization

Nice to Have

• Experience with data analytics tools and technologies, such as Tableau, Power BI, or similar platforms
• Familiarity with agile development methodologies and version control systems, such as Git
• Knowledge of regulatory requirements and compliance standards relevant to the industry
• Experience working in a remote or distributed team environment, with a strong ability to self-manage and prioritize tasks

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company that is reinventing the credit landscape
• Collaborative and supportive team environment, with a focus on continuous learning and professional development
• Flexible working hours and remote work arrangements, with a stipend for home office setup and equipment
• Access to cutting-edge tools and technologies, with ongoing training and development opportunities
• Comprehensive health and wellness programs, including mental health support and employee assistance programs
• Generous paid time off and holiday schedule, with a focus on work-life balance and employee well-being

• When applying for this role, be sure to highlight your experience with QA frameworks, audit programs, and analytical fluency, as these skills are highly valued by the hiring team.
• To stand out, consider including examples of how you have proactively identified quality issues and driven process improvements in your previous roles.
• Be prepared to discuss your experience working with cross-functional teams and how you have effectively communicated complex ideas and data insights to stakeholders.
• Make sure to review the company's mission and values, and be prepared to discuss how your skills and experience align with these principles.
• Consider preparing examples of your work, such as dashboards or scorecards, to demonstrate your analytical and problem-solving skills.
• During the interview process, ask questions about the team's dynamics, the company culture, and opportunities for growth and professional development.