Analyst, Customer Support Quality Assurance

  • Anywhere

Company :
Affirm, Inc.

Location :
Cleveland, Ohio

Expiry Date :
Tue, 15 Dec 2020 23:59:59 GMT

Apply Job :
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Description :
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. Our Quality Assurance (QA) team sits within Operational Excellence. This team is responsible for ensuring that our Customer Care and Operations teams are providing the highest quality, most delightful experiences to our customers! As a key member of our team, you will work with our cross-functional partners such as Operations, Compliance, and our Analytics teams in order to conduct data analysis identifying trends along with providing insights for improvement. What_You’ll_Need_To_Succeed A passion for helping teams deliver exceptional customer experiences and ensuring the interactions they have with customers adhere to policies and procedures. What_You’ll_Get_In_Return A hands-on opportunity to help create a first-class customer experience by supporting our passionate customer-centric teams and ensure they are able to delight our customers each and every day. What_You’ll_Do * Leverage reporting and analytics to help coach and develop customer facing employees * Listen to a high volume of calls in order to identify opportunities for improvement * Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements * Create reporting to identify areas to improve productivity and CSAT through quality monitoring. * Create dashboards to leverage current data and analyze overall program health * Identify and proactively report on trends and deep dive analysis results * Collect and analyze CSAT, performance and QA data to provide actionable insights * Initiate, develop and recommend improvements to processes and procedures to increase productivity and reduce risk of moderate scope & complexity * Create and report out on speech analytics to discover emerging trends and identify opportunities for improvement * What_We_Look_For * 3+ years of experience with SQL, data analysis, and reporting and proven experience working with data and deriving insights * Disciplined, self-motivated and reliable with ability to stay focused on a task and work independently * Ability to adapt to changing workload and circumstances effectively and respond to new information quickly * Quality Assurance and Customer Operations experience a plus * Prior experience working in the financial services, FinTech or complex operational or customer support role a plus * Location We re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec) . Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis. Please note that visa sponsorship is not available for this position. If you got to this point, we hope you’re feeling excited about the job description you just read. Even if you don’t feel that you meet every single requirement, we still encourage you to apply. We’re eager to meet people that believe in Affirm’s mission and can contribute to our team in a variety of ways not just candidates who check all the boxes. At Affirm, "People Come First" is a core value and that s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2019 D&I report . We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy , and hereby consent to the collection, processing, use, and storage of my personal information as described therein. Show moreShow less