Quality Analyst - Remote

Overview

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.

In Short

• The establishment and maintenance of a robust knowledge management system.
• Edit and refine content to ensure clarity, consistency, and quality.
• Develop and write content to help our agents find information quickly.
• Monthly calibration and audit meetings.
• Quarterly calibrations.
• Audit vendor Quality Analyst to maintain consistency and compliance.
• Work with a team to improve call quality and increase collection success.
• Prepares and analyzes internal and external quality reports.

Requirements

• Minimum 1-2 years of experience in a contact center or quality analyst role.
• Excellent verbal, written, and interpersonal communication skills.
• Customer focused with a commitment to providing exceptional experience.
• Focus on quality and collections.
• Exceptional listening and analytical skills.
• Solid time management skills.

Benefits

• Health care coverage - Affirm covers all premiums for you and your dependents.
• Flexible Spending Wallets - generous stipends for various needs.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan enabling you to buy shares at a discount.