Quality Management Enablement & Program Effectiveness Senior Lead

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

The Block Customer Operations Quality Management (QM) program plays a key role in bringing that mission to life for our customers. The Quality Management teams role is to monitor customer interactions from our voice messaging email and social channels and measure adherence to business-level processes regulatory requirements and customer experience expectations to ensure our business interactions are compliant and deliver an exceptional customer experience.

We are looking for a highly skilled innovative and technically skilled Quality Management Leader capable of designing implementing and managing a comprehensive quality management system strategy and help redefine our Quality program.

In this role youll lead a team of Quality Strategists responsible for the administration optimization and development of our quality management tool and capabilities across multiple brands while ensuring alignment with business objectives and quality standards. You will utilize deep operational industry knowledge to implement and improve on people process and technology while serving as a strong cross-functional leader.

You will be accountable for setting up automated QA specialist case assignments ensuring QA meets advocate QA saturation targets driving the AutoQA program managing and developing dashboards within the QMS and generating insights and data-driven recommendations for program enhancements.

You Will

Strategic Leadership:

• Partner with the Block Applications team and the QMS tooling vendor to drive tooling strategy platform optimization and roadmap development.
• Drive program transformation through implementation and optimization of QMS tooling capabilities including AutoQA to drive efficiency and program enhancements.
• Establish leading-edge QMS industry best practices developing an inspiring vision and sense of purpose helping leads and team members understand the connection between their work and the end goal.
• Identify and manage existing and emerging risks that stem from business activities.
• Ensure risks associated with business activities are effectively identified measured and monitored.
• Build constructive relationships with team members up down sideways inside and outside of QM to align on QMS strategy and tooling capabilities.
• Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.
• Utilize metrics to measure the growth and performance of the team while improving team performance through behavioral coaching.
• Use deep discipline and industry knowledge gather and summarize relevant data suggest improvements in the tools and techniques to help scale the team while serving as a cross-functional leader.
• Serve as a source of knowledge for QM expectations and processes to the rest of Customer Operations Leadership.
• Lead end-to-end project plans and ensure delivery of essential success plans.
• Scale the QM organization by capitalizing on opportunities for increased efficiency and driving productivity.

Program Effectiveness:

• Develop and manage automated QA specialist case assignments ensuring QA meets coverage requirements to achieve advocate saturation targets.
• Establish mechanisms and routines to provide QA Specialist daily weekly and monthly productivity and efficiency opportunities.
• Partner with QM Governance to execute on requests requiring updates to evaluation forms scoring ops queue structure dashboards ad-hoc analyses and more.
• Enable and optimize utilization of calibration functionality within the QMS.
• Design and implement quality monitoring workflows.
• Partner with Support Product IT and Engineering for QMS integrations and enhancements.
• Work with Quality and Operations teams to align tool capabilities with business needs.
• Collaborate with L&D for support on adoption of new tool capabilities.
• Support Quality Leadership with technical expertise.

Analytics & Reporting:

• Leverage and drive adoption of AI capabilities within the QMS.
• Create executive-level dashboards.
• Generate insights and provide data-driven recommendations for program enhancements.
• Manage screen capture program and insight generation.
• Develop and maintain alert systems for interaction escalation.

You Have

• 10 years experience in Quality Management (Quality Control Quality Assurance).
• 5 years of direct experience leading and developing others.
• Demonstrated strong technical aptitude with a leading QMS platform (NICE Observe AI Level AI etc.).
• Experience with quality program administration and AutoQA implementation.
• Experience in data analysis interpreting data deriving insights visualization and presenting to executive leadership.
• Program management and process automation experience.
• Excellence in cross-functional collaboration with strong ability to effectively influence and communicate.
• Excellent written and verbal communication skills.
• Team development and coaching.
• Strategic planning and problem-solving ability.
• Relevant industry certifications (CAMS CFE CQIA COPC ASQ).
• AI prompting/scripting experience.

Even Better:

• BA/BS degree or related experience MBA preferred.
• Call center multi-channel leadership experience (voice messaging email social media).
• Experience building and scaling support operations particularly in a dynamic fast-paced startup or tech environment.
• Leadership experience in managing outsourced teams and relationships.

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.

Required Experience:

Senior IC