Resolutions Associate II

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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