Investing Quality Mangement Specialist

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

As an Investing Quality Management Specialist, you will play a crucial role in evaluating customer interactions within the Investing queues to ensure they meet defined performance goals and comply with FINRA regulations. Your primary responsibilities include maintaining Quality Assurance rubrics, conducting quality evaluations, providing constructive feedback to Brokerage Service Specialists, and participating in calibration sessions to maintain consistent scoring practices. By delivering insightful, data-driven feedback and collaborating with cross-functional partners and leadership, you will foster continuous improvement in processes, ultimately enhancing both the customer and team member experience. Your expertise will be instrumental in upholding the highest standards of compliance and customer support interactions within the Investing program.

Responsibilities:

• Case Quality Evaluations:

  • Conduct thorough evaluations of customer support interactions to ensure compliance with Investing regulations and internal quality standards.

  • Use various assessment tools to analyze interactions, identifying strengths and areas for improvement.

• Feedback Delivery:

  • Provide clear, detailed, and constructive feedback to Brokerage Service Specialists.

  • Provide insightful data to leadership based on identified trends and opportunities.

• Calibration Participation:

  • Participate in calibration sessions to ensure consistency and alignment in evaluation criteria and scoring.

  • Share evaluation decisions and rationales with team members to promote a unified approach to quality assessment.

• Compliance Monitoring:

  • Oversee and report on compliance with Block and FINRA rules, ensuring regulatory standards are met.

  • Implement regular audits to maintain high compliance levels and address discrepancies promptly.

• Quality Assurance Rubric:

  • Maintain a comprehensive QA Rubric focused on customer service and regulatory compliance.

  • Update the rubric to reflect changes in regulations, industry best practices, and performance goals.

• Cross-Functional Collaboration:

  • Work with cross-functional partners and leadership to align quality management practices with organizational objectives.

  • Provide insights and recommendations from quality evaluations to help inform strategic initiatives and improve customer experience.

Qualifications

• Series 7 and Series 63 or equivalent FINRA registrations.

• Minimum 2 years in quality management/assurance and/or leading a customer support team.

• Strong skills in managing multiple priorities and delivering results within tight deadlines.

• Experience in developing and implementing impactful quality improvement initiatives.

• Proficiency in navigating standard operating procedures and database tools for thorough investigations.

• Ability to identify root causes of performance issues and provide actionable insights for leadership.

• Exceptional written and verbal skills for effective feedback delivery and performance assessment.

• Strong analytical skills with a proven track record of implementing scalable processes.

• Ability to work independently, taking initiative to drive quality improvements.

• Skilled in using quality management software and tools for evaluations and reporting.

• Keen attention to detail for accurate adherence to compliance, workflows and identification of discrepancies.

• Ability to work accurately within tight deadlines, consistently de