Job Description

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. 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 will lead a team of tenured, knowledgeable, and experienced Quality Assurance analysts who support quality assurance for a broad spectrum of CCO departments and stakeholders. 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 grow and develop the Quality Assurance program, strengthen team culture and effectiveness, and foster growth and development within the team. 

Responsibilities:

• 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. 

• A self starter who can manage projects and tasks end to end with minimal supervision, providing regular updates to management

Qualifications

• 3+ years of leadership experience managing a team

• 2+ years experience in a quality control or quality assurance role 

• Working knowledge of regulations, risks, and typologies; as well as industry best practices

• Investigative skills, including familiarity with public record research and database tools

• Working knowledge of regulations related to taxes and investments 

• Working knowledge and experience of identity verification and models 

• Relevant industry certifications (CAMS, CFE, CQIA, COPC) - if not CQIA certified ability to test for the exam within a year of hire

• Experience with utilizing and/or writing SQL Queries and Snowflake - working knowledge of data analysis to interpret team data and present for executive leadership

• 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

• Experience with reviewing virtual currency activity from a BSA/AML perspective