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.

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