Quality Management Lead

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
We are looking for a Quality Assurance Team Lead at Block to support the continued development of the Risk Operations (RO) Quality Management program, focused on Audit the Auditor and Partner Oversight. You will lead a team of tenured, knowledgeable, and experienced Quality Assurance Auditors who support Risk Operations related cases in domains related to fraud, disputes, and appeals.
QA auditors provide second level audits of quality assessments, feedback and applicable insights to operations leaders. The QA Team Lead ensures quality standards follow internal policies and regulatory requirements. Additionally, the QA Team Lead is responsible for all quality management oversight of our outsourced partners supporting the Risk Operations team, including ensuring understanding, hosting calibrations, and monitoring overall metrics and performance of the quality team.
You Will

• Drive team performance and business KPIs through strategic Quality Assurance leadership, while collaborating with the QA Sr. Lead to develop and implement main quality programs
• Lead end-to-end quality operations including calibration meetings, scoring consistency, and process optimization, treating QA as a strategic product within Cash App
• Manage relationships with outsourced partner teams, overseeing quality function, training, adherence, and performance expectations while developing relevant recommendations for business leaders
• Drive data-informed decisions by developing KPIs, analyzing trends, and providing insights that improve team performance and operational efficiency, with a focus on trend-based data analysis
• Coach and develop QA auditors while serving as a subject matter expert, providing guidance to RO Leadership and working cross-functionally with Customer Success, Risk, and BPO partners
• Execute project management independently, ensuring delivery of success plans and maintaining regular communication with stakeholders and management
• Identify and implement process improvements through data analysis, tool optimization, and strategic planning to scale operations effectively
• Maintain team scalability through efficiency initiatives, productivity planning, and strategic headcount management while supporting cross-functional quality initiatives

You Have

• 3+ years of leadership experience managing teams, including multi-channel and outsourced operations across global jurisdictions
• 3+ years of quality control/assurance experience with knowledge of financial regulations and industry best practices
• Demonstrated data analysis and investigative skills, with the ability to interpret and present findings to executive leadership
• Project management experience with experience driving outcomes in fast-paced environments
• Cross-functional communication and influence skills, leveraging data to achieve results
• Creative problem-solving abilities with experience delivering exceptional customer experiences

Even Better

• Leadership experience managing outsourced teams and relationships
• Experience working in or with an operations environment
• Experience utilizing or writing SQL Queries and Snowflake
• Relevant industry certifications (CQIA, COPC, CFE, or CAMS)

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, based solely on the core competencies required of the role at hand, and without regard to any 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 an inclusive workplace? Check out our Inclusion & Diversity page
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 job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
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.
Zone A:
$97,000 - $145,400 USD
Zone B:
$90,200 - $135,200 USD
Zone C:
$82,400 - $123,600 USD
Zone D:
$72,700 - $109,100 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.