Quality Management Enablement & Program Effectiveness Senior Lead

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
The Block Customer Operations Quality Management (QM) program plays a key role in bringing that mission to life for our customers. The Quality Management team's role is to monitor customer interactions from our voice, messaging, email, and social channels and measure adherence to business-level processes, regulatory requirements, and customer experience expectations, to ensure our business interactions are compliant and deliver an exceptional customer experience.
We are looking for a highly skilled, innovative and technically skilled Quality Management Leader capable of designing, implementing, and managing a comprehensive quality management system strategy and help redefine our Quality program.
In this role, you'll lead a team of Quality Strategists responsible for the administration, optimization, and development of our quality management tool and capabilities, across multiple brands, while ensuring alignment with business objectives and quality standards. You will utilize deep operational industry knowledge to implement and improve on people, process and technology, while serving as a strong cross-functional leader.
You will be accountable for setting up automated QA specialist case assignments, ensuring QA meets advocate QA saturation targets, driving the AutoQA program, managing and developing dashboards within the QMS, and generating insights and data-driven recommendations for program enhancements.
You Will
Strategic Leadership:

• Partner with the Block Applications team and the QMS tooling vendor to drive tooling strategy, platform optimization and roadmap development.
• Drive program transformation through implementation and optimization of QMS tooling capabilities, including AutoQA to drive efficiency and program enhancements.
• Establish leading-edge QMS industry best practices, developing an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.
• Identify and manage existing and emerging risks that stem from business activities.
• Ensure risks associated with business activities are effectively identified, measured, and monitored.
• Build constructive relationships with team members up, down, sideways, inside, and outside of QM, to align on QMS strategy and tooling capabilities.
• Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.
• Utilize metrics to measure the growth and performance of the team, while improving team performance through behavioral coaching.
• Use deep discipline and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.
• Serve as a source of knowledge for QM expectations and processes to the rest of Customer Operations Leadership.
• Lead end-to-end project plans and ensure delivery of essential success plans.
• Scale the QM organization by capitalizing on opportunities for increased efficiency and driving productivity.

Program Effectiveness:

• Develop and manage automated QA specialist case assignments, ensuring QA meets coverage requirements to achieve advocate saturation targets.
• Establish mechanisms and routines to provide QA Specialist daily, weekly and monthly productivity and efficiency opportunities.
• Partner with QM Governance to execute on requests requiring updates to evaluation forms, scoring, ops queue structure, dashboards, ad-hoc analyses, and more.
• Enable and optimize utilization of calibration functionality within the QMS.
• Design and implement quality monitoring workflows.
• Partner with Support Product, IT and Engineering for QMS integrations and enhancements.
• Work with Quality and Operations teams to align tool capabilities with business needs.
• Collaborate with L&D for support on adoption of new tool capabilities.
• Support Quality Leadership with technical expertise.

Analytics & Reporting:

• Leverage and drive adoption of AI capabilities within the QMS.
• Create executive-level dashboards.
• Generate insights and provide data-driven recommendations for program enhancements.
• Manage screen capture program and insight generation.
• Develop and maintain alert systems for interaction escalation.

You Have

• 10+ years experience in Quality Management (Quality Control, Quality Assurance).
• 5+ years of direct experience leading and developing others.
• Demonstrated strong technical aptitude with a leading QMS platform (NICE, Observe AI, Level AI, etc.).
• Experience with quality program administration and AutoQA implementation.
• Experience in data analysis, interpreting data, deriving insights, visualization, and presenting to executive leadership.
• Program management and process automation experience.
• Excellence in cross-functional collaboration, with strong ability to effectively influence and communicate.
• Excellent written and verbal communication skills.
• Team development and coaching.
• Strategic planning and problem-solving ability.
• Relevant industry certifications (CAMS, CFE, CQIA, COPC, ASQ).
• AI prompting/scripting experience.

Even Better:

• BA/BS degree or related experience, MBA preferred.
• Call center multi-channel leadership experience (voice, messaging, email, social media).
• Experience building and scaling support operations, particularly in a dynamic, fast-paced, startup or tech environment.
• Leadership experience in managing outsourced teams and relationships.

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:
$148,700 - $223,100 USD
Zone B:
$138,300 - $207,500 USD
Zone C:
$130,900 - $196,300 USD
Zone D:
$123,400 - $185,200 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
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.