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Quality Management Team Lead – Risk & Regulatory

  • Remote
  • Anywhere
Company Description

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 47 million monthly active customers. We want to redefine the world’s 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. We’ve 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.

Check out our locations, benefits, and more at cash.app/careers.

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

 

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $92,300 – USD $138,500
Zone B: USD $85,800 – USD $128,800
Zone C: USD $78,500 – USD $117,700
Zone D: USD $69,300 – USD $103,900

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Full-time employee benefits include the following:

  • Healthcare coverage (Medical, Vision and Dental insurance)
  • Health Savings Account and Flexible Spending Account
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off (including 12 paid holidays)
  • Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
  • Learning and Development resources
  • Paid Life insurance, AD&D, and disability benefits 

These benefits are further detailed in Block’s policies. This role is also eligible to participate in Block’s equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

We’re 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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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 we’re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

 

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.

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