💼 About This Role

You'll design and own the QA program for Affirm's Customer Operations team, building data-informed frameworks and feedback loops. Your impact will drive systemic quality improvements that enhance customer experience and reduce recontacts. This is a high-impact builder role where you'll influence cross-functional teams to embed quality into operational planning.

🎯 What You'll Do

• Design and own QA program including sampling, coverage, and scoring methodology.
• Build structured feedback loops from audits and interaction data.
• Translate QA signals into data-backed narratives for cross-functional prioritization.
• Develop dashboards to track quality exposure and remediation progress.

📋 Requirements

• 5+ years experience in QA, audit, or operational quality in a high-scale environment.
• Demonstrated ownership of QA or controls programs with measurable impact.
• Strong data skills including dashboard/reporting development.
• Experience working cross-functionally with Ops Enablement, Vendor Management, Product, and Compliance.

✨ Nice to Have

• Prior vendor QA management and calibration program ownership.
• Experience with automation-enabled QA tools (e.g., conversational AI).

🎁 Benefits & Perks

• 🏥 100% subsidized medical coverage for you and dependents.
• 🦷 Dental and vision coverage included.
• 💰 Equity rewards offered by parent company.
• 🛠️ Monthly stipends for health, wellness, and tech spending.
• 🏖️ Remote-first culture with flexible work location.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter phone screen· 30 min
2. 2Technical interview· 60 min
3. 3Hiring manager interview· 45 min