Quality Assurance Specialist II

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.

We’re looking for a strategic and analytically driven Quality Assurance professional to join the Customer Operations team and support the design of a robust, data-informed QA framework for a defined pod(s) and/or line(s) of business. This role will partner closely with cross-functional teams across Ops Enablement, Vendor Management, Product, and Compliance to identify systemic quality issues, build feedback loops from audits, interaction data, and drive prioritization of improvements that enhance the customer experience and reduce recontacts and unresolved issues.

This is a high-impact, builder role focused on proactively identifying quality signals, designing control strategies and QA programs, and influencing stakeholders to embed quality into roadmap and operational planning. The role is responsible for proactively identifying, assessing, and remediating systemic quality gaps across multiple products and servicing disciplines. Partnering closely with cross-functional teams, the role synthesizes audit signals, interaction data, and customer impact to drive prioritization of scalable controls, SOPs, and improvements.

If you thrive in ambiguity, can connect the dots between signals and systemic quality issues, and have a passion for improving the customer experience through operational rigor—this is the role for you.

What you’ll do

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, Op