Quality Assurance Specialist II

Affirm

Quality Assurance Specialist II responsible for designing QA frameworks at Affirm. Collaborating with cross-functional teams to improve customer experiences and reduce quality issues.

Posted 5/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $53,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

quality assuranceauditoperational qualitydashboard developmentreporting developmentroot-cause analysisdata analysisscoring methodologySOP creationcalibration testing

Soft Skills

communicationstakeholder engagementcoachingmentoringstrategic thinkingcross-functional collaborationproactive quality ownershipcontinuous improvementfeedback synthesisproblem-solving