Quality Assurance Specialist, Customer Success

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 worlds 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. Weve 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 Customer Operations Quality Management is growing and were looking for a dedicated Quality Assurance Specialist to join our expanding team. In this role youll play a pivotal part in driving improvements across the business. Your primary responsibility will be to conduct quality evaluations in our specialized spaces - Cashbot Bitcoin Lending Investing Manager Escalations Social and Internal Escalations providing insightful and actionable insights to support continuous improvement and an exceptional customer journey at Cash App.

You Will

• Conduct quality evaluations for customer support interactions and/or internal investigations
• Deliver concise comprehensive and actionable insights following a structured format to enable continuous improvement across the business
• Participate in calibration sessions sharing your evaluation decisions and reasoning with the team to ensure consistency
• Facilitate calibration sessions with Operational Leadership
• Monitor and report on compliance policy and regulatory adherence
• Collaborate effectively with teammates to achieve shared goals
• Assist in establishing enhancing and maintaining aspects of the Quality Management program

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 performance and trends
• Strong analytical and problem-solving skills with a successful track record of implementing processes that scale

Even Better

• 1 years of experience working in fintech
• 1 years experience in a project management role
• 1 years of experience working in a risk role
• 1 years of experience in a customer experience role
• 1 years of experience in a complaints and/or escalations management role
• COPC and/or CAMS certification
• Experience with utilizing and/or writing SQL Queries and Snowflake
• Experience developing and managing formula-driven Excel/Google Sheets

Technologies We Use and Teach

• Notion
• Asana
• Confluence

Were 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 were doing to build a workplace that is fair and square Check out our ID 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.