Quality Management Team Lead (Partner Performance)

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

The Quality Management Team Lead (Partner Performance) manages the relationship, performance and service delivery of our quality management program for third party BPO vendors. The Quality Management Team Lead will also lead a team of tenured, knowledgeable, and experienced Quality Assurance analysts who evaluate and assess BPO vendor performance, analyze performance data and deliver the recommendations and insights that improve overall performance. The role works cross-functionally with internal leadership teams within CCO to ensure that quality standards are being met in alignment with each leaders’ business objectives.   The QM Team Lead manages the relationship, performance and service delivery of our quality management program by BPO.  

The QM Team Lead (Partner Performance) is integral to the continued growth and development of the Quality Assurance program, as a function of the overall Quality Management Team. They will contribute to the strength of the team’s culture and effectiveness, as well as foster the growth and development of individuals on the team.  the BPO Customer Success Quality Assurance program, strengthen team culture and effectiveness, and foster growth and development within the team. 

What Does the Quality Management Team Lead (Partner Performance) Do?

Responsibilities:

• Implement and provide governance for the quality assurance policies, processes, and procedures used by our BPO vendors.

• Measure and monitor BPO vendor performance using established quality metrics and key performance indicators (KPIs).

• Conduct regular audits and evaluations of outsourced processes to address quality issues and drive continuous improvement. 

• Deliver trend-based quality data, insights and recommendations to internal and BPO business leaders.

• Host CS Leadership meetings to highlight trends and opportunities and promote a strong relationship between QA, CS, and the BPO. 

• Gather and summarize relevant data, suggesting improvements in the tools and techniques to support BPO Vendor service delivery.

• Manage the BPO vendor relationship directly and in partnership with the Vendor Management Office.

• Collaborate with internal stakeholders to define quality requirements and expectations for BPO vendors.

• Coach and mentor direct reports with a focus on industry-standard skills and experience in quality assurance/quality management. 

• Maintain a baseline of knowledge around industry best practices and regulatory requirements related to quality assurance in outsourcing.

• Ensure consistency of scoring across all members of the team by hosting calibration sessions and rubric/scoring deep dives.

• Utilize product and industry knowledge to drive results and develop innovative solutions.

Qualifications

Qualifications

• 3+ years of direct people management experience of remote/distributed team 

• 2+ years experience in a quality control or quality assurance role. 

• 2+ Business Processing Outsourcing/Partner/Vendor Management experience.

• Strong working knowledge of the BPO industry including best practices and regulatory requirements.

• Relevant industry certifications ( CQIA, COPC) - if not CQIA certified ability to test for the exam within a year of hire.

• Multi-channel leadership experience with voice, chat, email, social media, risk operations.

Skills

• Proven ability to effectively influence outcomes using data. 

• Proven ability to drive results cross-functionally.

• Creative problem-solving abilities.

• Passion for Cash App and ensuring an outstanding internal and external customer exp