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Block

Complaints Quality Management Analyst

Posted 6 Hours Ago
Be an Early Applicant
In-Office or Remote
Hiring Remotely in Portland, OR
24-48
Junior
In-Office or Remote
Hiring Remotely in Portland, OR
24-48
Junior
The Analyst will evaluate quality of customer complaint interactions, provide feedback for agent improvement, report insights, and support process enhancements.
The summary above was generated by AI
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
Cash Customer Operations Quality Management is growing, and we're looking for a dedicated Quality Management Analyst to join our expanding Complaints Management 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 Complaints Management program. Your primary responsibility will be to conduct Quality evaluations in the Complaints Management channels, providing constructive feedback to support agent growth and operational excellence.
You Will
  • Conduct Quality evaluations for complaints handling, investigations, and responses
  • Deliver concise, comprehensive, and constructive feedback following a structured framework to enable continuous improvement for agents and operational excellence
  • Regularly report identified concerns and provide meaningful and actionable insights to drive improvements in processes, workflows, tooling, product and agent performance
  • Facilitate and/or participate in calibration sessions, sharing your evaluation decisions and reasoning with the Complaints Quality Management team to ensure consistency
  • Facilitate and/or participate in calibration sessions with Operational Leadership who oversee the verticals that the Complaints Quality Management program supports
  • Monitor and report on compliance and policy adherence within the Complaints Quality Management program
  • Collaborate effectively with teammates to achieve shared goals, productions, and projects
  • Assist in establishing, enhancing, and maintaining Quality Management programs and tools tailored to Complaints Management channels as required
  • Maintain responsibilities and skilled knowledge as a subject matter expert for 1-2 operational verticals that the Complaints Quality Management program supports
  • As applicable, host shadow sessions to educate agents on evaluation processes through live demonstrations
  • As applicable, conduct one-on-one consulting sessions with agents, focusing on enhancing their individual performance

You Have
  • 2+ years experience in a quality management/assurance role or equivalent experience interpreting and applying quality management feedback or improvements
  • Familiarity with project management tools (Notion, Asana, Confluence) and familiarity with QA QMS tools (Observe, Maestro, etc)
  • 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

Technologies We Use and Teach
  • Notion
  • Asana
  • Confluence

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 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 .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
#customerops
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:
$31.83 - $47.69 USD
Zone B:
$29.62 - $44.42 USD
Zone C:
$27.07 - $40.63 USD
Zone D:
$23.89 - $35.82 USD
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.

Top Skills

Asana
Confluence
Maestro
Notion
Observe

Block Los Angeles, California, USA Office

Los Angeles, CA, United States

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