Quality Management Team Lead
Risk & Regulatory
Posted on 3/22/2024
INACTIVE
Square

10,001+ employees

Digital payment processor
Company Overview
Square's mission is to ensure that all businesses are able to participate and thrive in the economy. The company is building infrastrucutre for online payments.
Consulting
Energy
Social Impact
Financial Services
Consumer Goods

Company Stage

N/A

Total Funding

$601.2M

Founded

2009

Headquarters

Oakland, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

12%

2 year growth

17%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
SQL
REST APIs
Data Analysis
Snowflake
CategoriesNew
Consulting
Business & Strategy
Growth & Marketing
Requirements
  • 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
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