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Quality Assurance Specialist II
remoterocketship
- Remote, Oregon, United States
- Remote, Oregon, United States
Über
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. Requirements:
5+ years of experience in quality assurance, audit, operational quality, or a closely related function in a high-scale or regulated environment. Demonstrated ownership of QA or controls programs with measurable impact on process, product, or customer outcomes. Strong data skills, including dashboard/reporting development experience. Experience working cross-functionally with Ops Enablement, Vendor Management, Product, and Compliance Exceptional communication and stakeholder engagement skills. Experience in financial services or fintech. 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
Sprachkenntnisse
- English
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