Quality Management Excellence Coordinator
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Job Location:
St. Louis, MO - USA
Monthly Salary:
Not Disclosed
Posted on:
18 days ago
Vacancies:
1 Vacancy
Job Summary
Block is one company built from many blocks all united by the same purpose of economic empowerment. The blocks that form our foundational teams People Finance Counsel Hardware Information Security Platform Infrastructure Engineering and more provide support and guidance at the corporate level. They work across business groups and around the globe spanning time zones and disciplines to develop inclusive People policies forecast finances give legal counsel safeguard systems nurture new initiatives and more. Every challenge creates possibilities and we need different perspectives to see them all. Bring yours to Block.
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.
Were seeking an experienced QM Excellence Coordinator to join our team. The ideal candidate will have a strong background in quality management customer operations strategy and performance this role you will be responsible for developing and implementing comprehensive quality management strategies across Customer Operations driving CSAT capabilities and ensuring standardization of quality processes. You will work cross-functionally and aid in identifying goals and opportunities within the Quality Management organization. You will support develop and document strategies for achieving these goals support the execution of these initiatives and drive alignment and focus to improve the customer experience and maintain quality-focused outcomes. This position requires analytical expertise and the ability to collaborate effectively with stakeholders across the organization to enhance customer experience through data-driven quality initiatives.
You Will
- Manage and refine QM strategy across Customer Operations to align with business objectives and customer experience goals
- Partner with teams within Quality Management and Governance umbrella to ensure business continuity and strategic alignment
- Understand the business and organizational strategy and roadmap for the abstraction you support
- Successfully exert subject matter expertise and the ability to drive focus and strategic alignment
- Drive CSAT capabilities and standardization across Customer Operations teams ensuring consistent quality measurement and improvement processes
- Support programmatic initiatives within the AI space
- Provide periodic strategy progress updates to key stakeholders presenting insights metrics and recommendations for continuous improvement
- Work closely with various stakeholders and leaders to help identify opportunities inefficiencies and solve strategic problems across quality management
- Oversee QM headcount and capacity planning ensuring optimal resource allocation and operational efficiency
- Define and manage saturation and sampling approaches for quality assessments establishing methodologies that provide accurate and actionable insights
- Collaborate cross-functionally with operations leaders analytics teams and other stakeholders to identify quality improvement opportunities
- Develop and maintain quality frameworks processes and documentation to support scalable operations
- Analyze quality trends and performance metrics to inform strategic decisions and drive operational excellence
You Have
- 3 years of proven collaboration and teamwork skills in a professional environment
- 3 years of experience in quality management customer operations or related strategic roles with demonstrated success in process improvement and standardization
- 3 years of experience demonstrating strong executive presence communication and stakeholder management skills
- Demonstrated expertise in CSAT measurement quality assurance methodologies AI and sampling strategies
- Demonstrated strategic planning skills with experience in data-driven decision making
- Experience with capacity planning resource management and operational forecasting
- And drive initiatives from conception to execution
- Exceptional capability managing multiple ongoing projects and programs
- Proficiency working in a collaborative team-oriented environment while also contributing individually
#customerops
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:
IC
Key Skills
- Microsoft Access
- Quality Assurance
- Data Collection
- HEDIS
- ISO 9001
- Root cause Analysis
- Medical office experience
- Quality Systems
- Nursing
- Quality Control
- Quality Management
- Manufacturing
About Company
Made up of Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto, Block, Inc. builds technology to increase access to the global economy.
