Customer Success, Quality Management QA Analyst - Personal Banking

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

Cash App Customer Operations Quality Management aims to improve the quality of customer and internal interactions to increase first contact resolution through customer satisfaction.

Personal Banking Quality Management team members evaluate customer interactions with our frontline advocates in the Bitcoin, Investing, Cash App Taxes, and Lending queues to determine quality based on defined performance goals. Typical work involves evaluating interactions, attending calibration sessions to review cases to ensure aligned scoring within Quality Management, and providing support to Operational Leads in improving Quality Management team scores. Feedback from reviews will be provided to Operational Leads to assist with development.

In this role, you'll play a pivotal part in maintaining the highest standards of customer support interactions while driving continuous improvement within the Personal Banking programs. Your primary responsibility will be to conduct Quality evaluations in the aforementioned channels while providing constructive feedback to support agent growth and operational excellence. 

Responsibilities:

• Conduct Quality evaluations for customer support interactions with a specific focus on Personal Banking regulations.

• Deliver concise, comprehensive, and constructive feedback following a structured format to enable continuous improvement for agents.

• Host shadow sessions to educate agents on evaluation processes through live demonstrations.

• Conduct one-on-one consulting sessions with agents, focusing on enhancing their individual performance.

• Participate in calibration sessions, sharing your evaluation decisions and reasoning with the team to ensure consistency

• Facilitate calibration sessions with Operational Leadership.

• Monitor and report on compliance and policy adherence within all Personal Banking programs.

• Collaborate effectively with teammates to achieve shared goals.

• Assist in establishing, enhancing, and maintaining Quality Management programs tailored to Personal Banking channels as required

Qualifications

• 2+ years experience in a quality management/assurance role

• Strong individual and group project management skills

• Investigative skills and familiarity with navigating standard operating procedures and database tools

• Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing agent performance and trends

• Strong analytical and problem-solving skills, with a successful track record of implementing processes that scale

• Self-motivated/directed

• Experienced working with technical and non-technical team members.

• Strong problem-solving aptitude, enabling you to systematically approach common and uncommon issues using established Quality practices to deliver effective solutions

• Strong attention to detail, enabling you to meticulously follow workflows and pinpoint disparities between documented guidance and agent behavior during interactions

• Results-driven mindset with the ability to work efficiently and accurately within tight deadlines

• Adaptability to meet the evolving needs of the team and business partners

• Innovative thinking that encourages pioneering approaches and impactful contributions that advance the program and support individual, team, and channel growth

• Demonstrated accountability for your work and an unwavering commitment to maintaining exceptional standards of accuracy and performance

Even Better:

• 1+ years of experience worki