Quality Assurance Manager

September 17

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Affirm

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eCommerce • Payments • Installment Loans • Millennials • Financial Services

1001 - 5000

💰 Post-IPO Equity on 2021-01

Description

• Provide strategic direction and program oversight to QA Leads, Team members and vendor partners • Drive quality assurance expansion and diversification efforts across portfolio of work • Drive planning and prioritization of projects, timelines and resource allocation • Oversee delivery of quality standards to external vendor partners • Develop and leverage quality monitoring data to address key signals of performance gaps and risk mitigation • Identify programmatic and performance deficiencies, recommend corrective actions • Develop action plans to improve operational performance • Leverage strong presentation and communication skills across the organization • Provide regular quality reports and trend analysis to senior leadership • Continually improve the Quality Assurance Program across teams • Identify actionable insights and collaborate with Product, Process and Training Teams • Consistently improve Customer Experience by developing reports and insights • Manage and maintain the Quality Assurance Tool system of record • Drive employee engagement and high performance culture within the team • Keep ahead of industry developments and apply best practices to areas of improvement

Requirements

• Minimum of 5+ years of progressive experience within people management or people leadership positions in quality assurance, quality management or analytics • Intermediate SQL and Excel/Google Sheets skills for data analysis and reporting • Prior experience in financial services, fintech or complex operational/customer support role a plus • Strong understanding of QA principles, tools and best practices • Experience building, scaling and managing quality programs in a high growth organization • Exceptional organizational skills with ability to multitask under pressure • Customer centric with a passion for exceptional customer experience • Thrives in a fast-paced environment with constant change • Positive attitude with excellent interpersonal skills • Ability to work in a team environment and adapt to changing workload • Willing to travel (up to 25%)

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount