Quality Assurance Specialist, Cash App

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 Customer Operations Quality Assurance is growing, and we’re looking for a dedicated Quality Assurance Specialist to join our expanding Risk Operations team. In this role, you’ll play a pivotal part in maintaining the highest standards of customer support interactions while driving continuous improvement within the Risk Operations channels. Your primary responsibility will be to conduct Quality Assurance evaluations in the Risk Operations channels, providing constructive feedback to support agent growth and operational excellence.


Conduct Quality Assurance evaluations for customer support interactions with a specific focus on Risk Operations channels.
Deliver concise, yet comprehensive, 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.
Regularly engage in one-on-one meetings with Risk Operations Team Leads to review agent performance and identify trends.
Monitor and report on compliance and policy adherence within the Risk Operations team.
Collaborate effectively within the team to achieve shared goals.
Assist in establishing, enhancing, and maintaining Quality Assurance programs tailored to Risk Operations channels as required.
1+ years experience in a risk operations environment.
Investigative skills, including familiarity with public record research and database tools
Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing agent performance and trends.
Strong problem-solving aptitude, enabling you to systematically approach common and uncommon issues using established Quality Assurance 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. Subsequently, providing logical and constructive guidance through feedback.
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 working in a quality control or quality assurance role
Relevant industry certifications
Project Management Experience
Experience with utilizing and/or writing SQL Queries and Snowflake
A self-starter who can manage projects and tasks end to end with minimal supervision, providing regular updates to management
Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on the candidate’s work location and may be may be modified in the future.

Zone A: USD $37.89
Zone B: USD $35.25
Zone C: USD $32.22
Zone D: USD $28.42

In addition to the regular hourly rates listed above, this role may be eligible for a shift differential for employees who are scheduled to work weekend (Saturday/Sunday) shifts.

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Full-time employee benefits include the following:

Healthcare coverage (Medical, Vision and Dental insurance)
Health Savings Account and Flexible Spending Account
Retirement Plans including company match
Employee Stock Purchase Program
Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
Paid parental and caregiving leave
Paid time off (including 12 paid holidays)
Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
Learning and Development resources
Paid Life insurance, AD&D, and disability benefits
Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
These benefits are further detailed in Block’s policies. This role is also eligible to participate in Block’s equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.