AI Quality Assurance Coordinator

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 AI Quality Assurance Coordinator plays a key role in bringing that mission to life for our customers. The Quality Management (QM) team plays a crucial role in evaluating and improving our chatbot, voice AI, and co-pilot initiatives to deliver exceptional automated customer experiences while maintaining compliance and quality standards.

We are looking for a Quality Management Coordinator within AI Engagements to lead the quality review process for our AI-driven customer service solutions. In this role, you'll interface with support product teams and machine learning engineers to develop and implement quality standards for automated customer interactions. You'll oversee the performance of BPO QA teams, establish review methodologies, and drive continuous improvement in our AI-powered customer service platforms.

You will be responsible for developing comprehensive quality rubrics, training staff, manage BPO QA team productivity and accuracy, and overseeing performance reporting. Your role will be crucial in ensuring our AI solutions maintain high standards of customer service while meeting compliance requirements.

You Will

• Develop and maintain quality review frameworks for chatbot, voice AI, and co-pilot initiatives
• Create and update quality assessment rubrics aligned with both customer experience goals and technical requirements
• Establish quality benchmarks and KPIs for AI-powered customer interactions
• Design and implement quality monitoring workflows for automated customer service channels
• Partner with Support Product and Machine Learning teams to align quality standards with AI capabilities
• Oversee and manage the productivity of partner QA team executing reviews
• Develop and deliver training programs for quality reviewers
• Conduct regular calibration sessions to ensure consistency in quality assessments
• Build and maintain strong relationships with offshore QA partners
• Generate regular reports on quality metrics and trends
• Create and maintain documentation for quality review procedures
• Prioritize and manage multiple projects

You Have

• 3+ years of experience in Quality Assurance or Quality Management
• 2+ years of experience managing teams or coordinating with offshore partners
• Demonstrated experience with AI-powered customer service solutions
• Strong understanding of quality management methodologies and best practices
• Experience developing quality rubrics and assessment criteria
• Excellent analytical and problem-solving skills
• Strong project management and organizational abilities
• Outstanding written and verbal communication skills
• Experience with data analysis and reporting tools

Even Better:

• Bachelor's degree in Business, Analytics, or related field
• Experience with machine learning or AI technologies
• Knowledge of contact center operations and customer service best practices
• Background in customer experience optimization
• Certification in quality management (COPC, ASQ, CQIA, etc.)
• Experience with agile methodologies
• Knowledge of regulatory requirements in financial services

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 applicant