Quality Assurance Specialist II

About the Role

The ideal candidate will thrive in ambiguity, connecting the dots between signals and systemic quality issues, and have a passion for improving the customer experience through operational rigor. You will be responsible for proactively identifying, assessing, and remediating systemic quality gaps across multiple products and servicing disciplines.

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 influence stakeholders and drive change.
• Experience working in a fast-paced, dynamic environment with a focus on continuous improvement.
• Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions.

Nice to Have

• Experience with data analysis tools such as Tableau, Power BI, or similar.
• Knowledge of programming languages such as Python, SQL, or Java.
• Certification in quality management or a related field.
• Experience working in a remote or distributed team environment.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a fast-growing, innovative company.
• Collaborative, dynamic work environment with a team of experienced professionals.
• Flexible remote work arrangements, with the option to work from home or in a shared office space.
• Professional development opportunities, including training and education programs.
• Access to cutting-edge technology and tools, including data analysis software and collaborative platforms.

• Be prepared to showcase your experience with QA frameworks, audit programs, and data analysis, and explain how you have applied these skills in previous roles.
• Highlight your ability to work in a fast-paced, dynamic environment and your experience with remote or distributed teams.
• Emphasize your strong analytical and problem-solving skills, and provide examples of how you have used these skills to drive systemic fixes and improve customer experiences.
• Make sure to research Affirm's company culture and values, and be prepared to explain why you are a good fit for the company.
• Be prepared to discuss your experience with data analysis tools and programming languages, and explain how you have used these skills to surface prioritizable insights and drive change.