Complaints Quality Management Analyst

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 Management Analyst to join our expanding Complaints Management team. In this role youll play a pivotal part in maintaining the highest standards of customer support interactions while driving continuous improvement within the Complaints Management program. Your primary responsibility will be to conduct Quality evaluations in the Complaints Management channels providing constructive feedback to support agent growth and operational excellence.

You Will

• Conduct Quality evaluations for complaints handling investigations and responses
• Deliver concise comprehensive and constructive feedback following a structured framework to enable continuous improvement for agents and operational excellence
• Regularly report identified concerns and provide meaningful and actionable insights to drive improvements in processes workflows tooling product and agent performance
• Facilitate and/or participate in calibration sessions sharing your evaluation decisions and reasoning with the Complaints Quality Management team to ensure consistency
• Facilitate and/or participate in calibration sessions with Operational Leadership who oversee the verticals that the Complaints Quality Management program supports
• Monitor and report on compliance and policy adherence within the Complaints Quality Management program
• Collaborate effectively with teammates to achieve shared goals productions and projects
• Assist in establishing enhancing and maintaining Quality Management programs and tools tailored to Complaints Management channels as required
• Maintain responsibilities and skilled knowledge as a subject matter expert for 1-2 operational verticals that the Complaints Quality Management program supports
• As applicable host shadow sessions to educate agents on evaluation processes through live demonstrations
• As applicable conduct one-on-one consulting sessions with agents focusing on enhancing their individual performance

You Have

• 2 years experience in a quality management/assurance role or equivalent experience interpreting and applying quality management feedback or improvements
• Familiarity with project management tools (Notion Asana Confluence) and familiarity with QA QMS tools (Observe Maestro etc)
• 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

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.

#customerops