Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
What you’ll do
- The establishment and maintenance of a robust knowledge management system will be key to ensuring that associates have quick access to accurate and up-to-date information, which will improve efficiency and service quality.
- Edit and refine content to ensure clarity, consistency, and quality.
- Develop and write content to help our agents find information quickly and ensure they access the correct information.
- Monthly calibration and audit meetings.
- Quarterly calibrations.
- Audit vendor Quality Analyst to maintain consistency, accuracy, and compliance across all levels of quality monitoring.
- Work with a team to help Improve call quality and increase collection success.
- Prepares and analyzes internal and external quality reports for management staff review.
What we look for
- Minimum 1-2 years of experience in a contact center or quality analyst role, with a basic understanding of contact center operations and performance metrics
- Excellent verbal, written, and interpersonal communication skills
- Customer focused with a commitment to providing customers with an exceptional experience
- Focus on quality and collections
- Exceptional listening and analytical skills
- Solid time management skills
Pay Grade - C
Equity Grade - 01
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
USA base pay range (CA, WA, NY, NJ, CT) per year: $60,000 - $80,000
USA base pay range (all other U.S. states) per year: $53,000 - $73,000
Please note that visa sponsorship is not available for this position.
#LI-Remote
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- 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
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
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