Quality Assurance Lead Consultant delivering GMP compliance projects for pharmaceutical and health - product clients. Managing investigations, audits, quality systems, documentation, and product release.
About the role
- Quality Assurance Specialist II overseeing the QA framework in Affirm's remote operations. Collaborating cross-functionally to enhance customer experience and address systemic quality issues.
Responsibilities
- 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
- 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.
- Program design expertise: Experience designing scalable QA frameworks, audit programs, and calibration approaches that support long-term decision making.
- Strong analytical fluency: Proficient at independently exploring datasets, writing queries, and building dashboards or analyses with analytics/BI tooling to surface prioritizable insights.
- Systems thinking: Ability to connect quality signals across processes, tools, vendors, and functions to surface patterns and drive systemic fixes.
- Audit & calibration depth: Demonstrated experience creating scorecards, running calibration programs, and maintaining scoring integrity across internal and vendor auditors.
- Influence without authority: Proven success influencing product, operations, and impacted stakeholders to prioritize and implement fixes.
- Strategic communication: Ability to clearly articulate findings in operational, technical, and customer-centric terms to peers and stakeholders.
- Operational depth: Familiarity with servicing operations, vendor QA models, third-party dependencies, and compliance considerations.
- Customer-centric lens: A bias for solutions that measurably improve customer outcomes (CSAT, recontacts, resolved issues).
Benefits
- 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
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