Quality Management QA Analyst - Global Messaging

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

Cash App Customer Operations Quality Assurance Management aims to improve the quality of customer and internal BPO interactions and to increase first contact resolution through customer satisfaction.

The Global QM team members evaluate customer interactions with our frontline BPO agents in the Global Messaging queues to determine quality based on defined performance goals. Typical work involves evaluating interactions, attending calibration sessions to review cases as a team and ensure consistent scoring across QM, and providing support to Operational Leads in improving QM team scores. Feedback from reviews will be provided to Operational Leads to assist with development.

Quality Assurance is focused on feedback and development. QA’s work helps identify best practices, skill/knowledge gaps, and ways to enhance efficiency on the team. Collaboration between L&D, CCO Success, Knowledge & Readiness, Operational Leads, and QM assists L&D in developing additional training as well as filling knowledge and soft skills gaps.

Customer Success QM continues to evolve and increase our impact as we expand to support all segments of CCO.

Responsibilities:

• Conduct Quality evaluations for customer support interactions with a specific focus on Global Messaging customer inquiries
• Deliver concise, comprehensive, and constructive feedback following a structured format to enable continuous improvement for agents
• Host shadow sessions to educate agents on evaluation processes through live demonstrations
• Conduct one-on-one consulting sessions with agents, focusing on enhancing their individual performance
• 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 and policy adherence within the Global Messaging Management program
• Collaborate effectively with teammates to achieve shared goals
• Assist in establishing, enhancing, and maintaining Quality Management programs tailored to Global Messaging Management channels as required
  
  
  

Qualifications

• 2+ 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 agent 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 Better:

• 1+ years of experience working in a Messaging queue role
• 1+ years experience in a Global channel
• COPC and/or CAMS certification
• Experience with utilizing and/or writing SQL Queries and Snowflake
• Experience developing and managing formula-driven Excel/Google Sheets
  
  
  

Compensation

Additional Information

Zone A: USD $39.38

Zone B: USD $36.61

Zone C: USD $33.49

Zone D: USD $29.55

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.

US and Canada EEOC Statement

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, 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, and always assess candidates on an individualized basis.

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.