Customer Success, Quality Management QA Auditor

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
The Role
Cash App Customer Operations Quality Management aims to improve the quality of customer and internal interactions to increase first contact resolution through customer satisfaction.
QA team members evaluate employee interactions through various channels and various operations, determining quality based on defined performance goals. A typical day for a QA Auditor involves evaluating published QA Specialist evaluations, partnering with QA leads to discuss team trends for coaching and development, hosting calibrations, on-boarding new auditors, other projects as assigned.
Quality Assurance is focused on feedback and development. QA's work helps identify best practices, skill/knowledge gaps, and ways to enhance efficiency on the team. Collaboration between L&D, CCO Success, Knowledge & Readiness, Operational Leads, and QA assists L&D in developing additional training as well as filling knowledge and soft skills gaps.
You Will

• Audit published evaluations to ensure teams are aligned to score fair and square consistently
• Resource/role model for QA Specialist
• Facilitate Auditor onboarding
• Host shadow sessions to educate Specialists on audit processes through live demonstrations
• Conduct one-on-one consulting sessions with Specialists, focusing on enhancing their individual performance
• Participate in and facilitate calibrations
• Support evaluation production as needed to review and grade the quality of customer interactions using our criteria rubric
• Assist with production planning and audit assignments
• Projects as assigned

You Have

• 2+ years experience in a quality management/assurance role
• Familiarity with project management tools (Notion, Asana, Confluence)
• Strong individual and group project management skills
• Investigative skills and familiarity with navigating standard operating procedures and database tools
• Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing agent performance and trends
• Strong analytical and problem-solving skills, with a successful track record of implementing processes that scale

Even Better:

• COPC and/or CAMS certification
• Experience with utilizing and/or writing SQL Queries and Snowflake
• Experience navigating quality assurance tool/platform
• Experience developing and managing formula-driven Excel/Google Sheets

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$31.83 - $47.69 USD
Zone B:
$29.62 - $44.42 USD
Zone C:
$27.07 - $40.63 USD
Zone D:
$23.89 - $35.82 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, and TIDAL, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.