Training and Quality Lead

TIDAL was founded for artists by artists as the next innovative streaming platform to bring value back to the music industry. We empower artists with the products, resources, services, and content required to take control of their careers and connect more deeply with fans. Available in over 60+ countries, TIDAL continues to help artists break down economic barriers to continue creating what's next in culture. TIDAL is part of Block, Inc. (NYSE: XYZ), a global technology company with a focus on financial services.
Work from anywhere: This role can be performed from any location in the United States.
The Role
We are seeking an experienced Training & Quality Lead to drive curriculum development, quality assurance, and escalation management within our call center operations. This strategic role blends learning & development expertise with operational excellence to enhance our BPO partnerships and customer experience. This role will oversee the strategic development of content, training programs, quality assurance systems, enabling CS to deliver consistent, high quality support across all channels.
You Will

• Design, implement, and maintain training programs for call center teams
• Optimize learning pathways aligned with business goals and CX outcomes
• Evaluate training effectiveness using performance metrics and learner feedback
• Collaborate with subject matter experts to ensure content accuracy and relevance
• Maintain comprehensive training documentation and knowledge base materials
• Develop and manage quality standards and evaluation frameworks
• Monitor quality trends and analyze performance data to identify improvement areas
• Recommend process enhancements to improve service and efficiency
• Implement and manage quality monitoring systems and scorecards
• Lead resolution of high-impact customer escalations
• Design and maintain escalation handling protocols and training

You Have

• 6+ years of experience working in Customer Success or Product Operations within Training, Quality, Knowledge Management or related roles
• 2+ years in a leadership role preferred
• Strong preference for candidates with experience in Knowledge Management, AI-driven QA solutions, or CS management
• Proven track record of successfully partnering with Product teams on feature launches, including experience in translating product updates into effective CS training and content
• Strong background in knowledge management, including experience with knowledge base systems, content optimization, and training program development
• Experience in building and running voice of the customer programs, with demonstrated success in translating customer feedback into actionable insights for Product and Engineering teams
• Strong cross-functional leadership skills with proven ability to influence product decisions through data-driven customer insights
• Ability to navigate complex support ecosystems, balancing quality standards with operational efficiency
• Experience with CS analytics and metrics, particularly around measuring the impact of training, content, and quality initiatives
• A proactive, strategic mindset with the ability to drive organizational change and execute initiatives at scale

Technologies We Use and Teach

• Must Haves: Articulate, Rise, Zendesk
• Good to have: Docebo and internal tools
• Nice to have: Figma, Ada

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.
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:
$111,700 - $167,500 USD
Zone B:
$103,800 - $155,800 USD
Zone C:
$98,200 - $147,400 USD
Zone D:
$89,400 - $134,000 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.