Quality Management Control Lead, Customer Support

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

As the Customer Support Quality Control Lead at Block, you will be instrumental in driving strategic quality management initiatives and leading operational excellence within the Quality Management team. This is a seasoned leadership position responsible for overseeing complex quality control programs that ensure our customer support operations meet the highest standards of regulatory compliance and operational effectiveness.

Your primary responsibility will be to lead a team of Quality Control Analysts who conduct comprehensive, risk-based reviews of Customer Support processes using advanced methodologies including Tickmark Legends, statistical sampling, and data-driven analysis. Through creative problem-solving and strategic thinking, you will collaborate with senior leadership to implement scalable improvements that enhance both customer experience and regulatory adherence. You will strategically facilitate team initiatives and process establishment and implementation for this team.

In this pivotal role, you will execute and evolve the Quality Management team's strategy, develop your team members into quality control experts, and build influential relationships with operational leaders, compliance teams, and executive stakeholders. Your efforts will ensure that our support operations align with organizational priorities while maintaining our target 90%+ accuracy standards and driving continuous improvement across all customer touchpoints.

This role is part of the Strategic Governance team within Quality Management, responsible for driving the strategy, controls, intake processes, program management, and prioritization of initiatives across the entire quality control program.

You Will

Strategic Program Leadership

• Develop and execute comprehensive Customer Support Quality Control strategy 
• Lead creation and maintenance of the QC roadmap in partnership with QM Leadership, prioritizing reviews based on organizational risk exposure
• Design and implement sophisticated quality control frameworks, including Tickmark Legends and assessment methodologies for complex operational processes
• Drive program-wide initiatives to achieve and maintain 90%+ accuracy rates across all quality assessments
• Recommend and implement changes to unit and sub-unit policies based on quality control findings and regulatory best practices

Team Management & Development

• Lead and supervise the Quality Control team, providing direct management to Quality Control Analysts and support personnel
• Train, mentor, and provide ongoing developmental support in advanced quality control methodologies, regulatory requirements, and analytical techniques
• Conduct performance management, goal setting, and career development planning for direct reports
• Foster a collaborative team environment focused on continuous improvement, innovation, and professional growth

Advanced Quality Control Operations

• Oversee complex, multi-faceted quality control reviews requiring evaluation of diverse, identifiable factors and creative problem-solving approaches
• Ensure all quality control activities utilize proper statistical sampling methodologies
• Lead development of comprehensive Report Summaries with accuracy metrics, defect analysis, and actionable recommendations for senior leadership
• Resolve escalated quality issues through advanced analytical methods and root cause analysis
• Ensure adherence to regulatory standards including CFPB guidelines, Reg-E requirements, and other applicable consumer protection regulations

Data Analytics & Technology Leadership

• Oversee advanced data retrieval and analysis
• Lead implementation of predictive analytics and trend identification capabilities across quality control programs
• Drive data-driven decision making through sophisticated Workbook analysis and metrics dashboards
• Establish and monitor key performance indicators for quality management effectiveness

Senior Stakeholder Management & Influence

• Present complex quality findings and strategic recommendations to s