Complaints Quality Management Team Lead, Risk and Regulatory

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

We are looking for a Quality Assurance Team Lead at Cash App to support the continued development of Cash Customer Operations (CCO) Quality Management program focused in the area of Complaints. Cash App's mission is to redefine the world's relationship with money to make it more relatable, instantly available and universally accessible and the CCO Quality Management program plays a key role in bringing that mission to life for our customers. The CCO Quality Management team's role is to monitor and measure business-level processes and procedures to ensure customer experience quality and compliance.

The CCO Quality Assurance Team Lead for Complaints will lead a team of tenured, knowledgeable, and experienced Quality Assurance analysts who support and oversee complaint related cases. QA analysts are responsible for providing evaluations and assessments of customer interactions and providing feedback and actionable insights to operations leaders. The QA Team Lead is responsible for driving results within the team to meet key business KPIs, coaching and developing QA analysts, supporting the analysis of trend-based data and developing actionable recommendations for business level leaders. The lead also works directly with the QA Sr. Lead and cross-functional stakeholders to support the development and implementation of key quality initiatives.

You will not only lead this team of amazing Quality Assurance Analysts, but you will also continue to scale the Quality Assurance program, strengthen team culture and effectiveness, and foster growth and development within the team.

Work from anywhere: This role can be performed from any location in the United States.

You Will

• Ensure quality standards are adhered to in accordance with internal policies and regulatory requirements
• Participate and host calibration meetings to ensure the team is scoring consistently and fairly and analyzing the rubric and scoring criteria
• Facilitate discussions around trends and opportunities for improvement
• Contribute to projects optimizing the regulatory program and operation team's processes
• Recommend suggestions that help define new process improvement opportunities
• Work in collaboration with Customer Success, Risk, and other operations teams within Block
• Serve as a source of knowledge for Quality Assurance expectations and processes to the rest of CCO Leadership.
• Coach and mentor team members with a focus on professional development and upstream thinking
• Develop and measure key performance indicators (KPIs) of team performance in the areas of efficiency, quality, and team calibration. Provides reports as needed.
• Work cross-functionally within the CCO organization using data to identify trends, promote key initiatives, and remove barriers to success.
• Treat Quality Assurance as a product at Cash App, improving and iterating on the internal and external customer experiences.
• Lead end-to-end project plans and ensure delivery of essential success plans
• Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
• Scale the Quality Assurance team by capitalizing on opportunities for increased efficiency, driving productivity plans, and maintaining an appropriate headcount as CCO scales.
• Manage projects and tasks end to end independently, providing regular updates to managementPaste bulleted qualifications here]

You Have

• 3+ years of leadership experience managing a team
• 3+ years experience in a quality control or quality assurance role
• Working knowledge of financial regulations, risks, and industry best practices, and more specifically, regulations related to customer complaint handling
• Investigative skills and working knowledge of data analysis to interpret team data and present for executive leadership
• Relevant industry certifications (CAMS, CFE, CQIA, COPC) - if not CQIA certified ability to test for the exam within a year of hire
• Excellent communication skills
• Proven ability to effectively influence and communicate cross-functionally; comfortable using data to secure outcomes
• Proven ability to navigate a rapidly changing environment
• Multi-channel leadership experience
• Creative problem-solving abilities
• Passion for Cash App and ensuring an outstanding internal and external customer experience

Even Better:

• Leadership experience in managing outsourced teams and relationships
• Experience working in or with a call center environment
• Project Management Experience
• Experience with utilizing and/or writing SQL Queries and Snowflake

Technologies We Use and Teach

• Salesforce
• Observe.AI
• AutoQA
• Notion
• Snowflake
• SQL

 

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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

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.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.