Quality Assurance Specialist, Risk Operations

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 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.
The Role
Cash Customer Operations Quality Management is growing, and we're looking for a dedicated Quality Assurance Specialist to join our expanding team. In this role, you'll play a pivotal part in driving improvements across the business. Your primary responsibility will be to conduct quality evaluations, providing insightful and actionable insights to support continuous improvement and an exceptional customer journey at Cash App.
You Will

• Conduct quality evaluations for customer support interactions and/or internal investigations
• Deliver concise, comprehensive, and actionable insights following a structured format to enable continuous improvement across the business
• Participate in calibration sessions, sharing your evaluation decisions and reasoning with the team to ensure consistency
• Facilitate calibration sessions with Operational Leadership
• Monitor and report on compliance, policy and regulatory adherence
• Collaborate effectively with teammates to achieve shared goals
• Assist in establishing, enhancing, and maintaining aspects of the Quality Management program

You Have

• 1+ years experience in a quality management/assurance role
• Familiarity with project management tools (Notion, Asana, Confluence)
• Strong individual and group project management skills
• Investigative skills and familiarity with navigating standard operating procedures and database tools
• Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing performance and trends
• Strong analytical and problem-solving skills, with a successful track record of implementing processes that scale
• Self-motivated/directed
• Experienced working with technical and non-technical team members.
• Strong problem-solving aptitude, enabling you to systematically approach common and uncommon issues using established quality practices to deliver effective solutions
• Strong attention to detail, enabling you to meticulously follow workflows and pinpoint disparities between documented guidance and agent behavior during interactions
• Results-driven mindset with the ability to work efficiently and accurately within tight deadlines
• Adaptability to meet the evolving needs of the team and business partners
• Innovative thinking that encourages pioneering approaches and impactful contributions that advance the program and support individual, team, and channel growth
• Demonstrated accountability for your work and an unwavering commitment to maintaining exceptional standards of accuracy and performance, even in the face of ambiguity

Even Better

• Relevant industry certifications
• Project Management experience
• Experience with utilizing and/or writing SQL Queries and Snowflake
• A self-starter who can manage projects and tasks end to end with minimal supervision, providing regular updates to management

Technologies We Use and Teach

• Notion
• Asana
• Confluence

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 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 we're doing to build a workplace that is fair and square? Check out our I+D 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.
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.
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.
Zone A:
$26.30 - $39.47 USD
Zone B:
$24.42 - $36.63 USD
Zone C:
$21.25 - $31.92 USD
Zone D:
$19.71 - $29.52 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.