Summary

As the Customer Support Quality Control Lead at Block, you will be instrumental in driving strategic quality management initiatives and leading operational excellence within the Quality Management team. This is a seasoned leadership position responsible for overseeing complex quality control programs that ensure our customer support operations meet the highest standards of regulatory compliance and operational effectiveness.

Your primary responsibility will be to lead a team of Quality Control Analysts who conduct comprehensive, risk-based reviews of Customer Support processes using advanced methodologies including Tickmark Legends, statistical sampling, and data-driven analysis. Through creative problem-solving and strategic thinking, you will collaborate with senior leadership to implement scalable improvements that enhance both customer experience and regulatory adherence. You will strategically facilitate team initiatives and process establishment and implementation for this team.

In this pivotal role, you will execute and evolve the Quality Management team's strategy, develop your team members into quality control experts, and build influential relationships with operational leaders, compliance teams, and executive stakeholders. Your efforts will ensure that our support operations align with organizational priorities while maintaining our target 90%+ accuracy standards and driving continuous improvement across all customer touchpoints.

This role is part of the Strategic Governance team within Quality Management, responsible for driving the strategy, controls, intake processes, program management, and prioritization of initiatives across the entire quality control program.

You Will

Strategic Program Leadership

1. Develop and execute comprehensive Customer Support Quality Control strategy 
2. Lead creation and maintenance of the QC roadmap in partnership with QM Leadership, prioritizing reviews based on organizational risk exposure
3. Design and implement sophisticated quality control frameworks, including Tickmark Legends and assessment methodologies for complex operational processes
4. Drive program-wide initiatives to achieve and maintain 90%+ accuracy rates across all quality assessments
5. Recommend and implement changes to unit and sub-unit policies based on quality control findings and regulatory best practices

Team Management & Development

1. Lead and supervise the Quality Control team, providing direct management to Quality Control Analysts and support personnel
2. Train, mentor, and provide ongoing developmental support in advanced quality control methodologies, regulatory requirements, and analytical techniques
3. Conduct performance management, goal setting, and career development planning for direct reports
4. Foster a collaborative team environment focused on continuous improvement, innovation, and professional growth

Advanced Quality Control Operations

1. Oversee complex, multi-faceted quality control reviews requiring evaluation of diverse, identifiable factors and creative problem-solving approaches
2. Ensure all quality control activities utilize proper statistical sampling methodologies
3. Lead development of comprehensive Report Summaries with accuracy metrics, defect analysis, and actionable recommendations for senior leadership
4. Resolve escalated quality issues through advanced analytical methods and root cause analysis
5. Ensure adherence to regulatory standards including CFPB guidelines, Reg-E requirements, and other applicable consumer protection regulations

Data Analytics & Technology Leadership

1. Oversee advanced data retrieval and analysis
2. Lead implementation of predictive analytics and trend identification capabilities across quality control programs
3. Drive data-driven decision making through sophisticated Workbook analysis and metrics dashboards
4. Establish and monitor key performance indicators for quality management effectiveness

Senior Stakeholder Management & Influence

1. Present complex quality findings and strategic recommendations to senior leadership and executive teams through both written reports and verbal presentations
2. Lead alignment meetings with Group Leads, Operations Directors, and cross-functional senior leadership
3. Network with senior internal and external personnel in quality management, regulatory compliance, and industry best practices

Cross-Functional Collaboration & Change Management

1. Partner with internal strategic governance teams to collaborate with Product, Engineering, Compliance, and other teams to implement systematic quality improvements and process enhancements
2. Lead cross-functional initiatives to address complex operational and regulatory challenges
3. Influence organizational change through quality control insights, recommendations, and strategic guidance
4. Drive adoption of quality control recommendations across multiple business units and operational areas
5. Collaborate with other Quality Management leads to ensure consistency and best practice sharing across the organization

You Have

Leadership & Experience Requirements

1. Minimum 5 years of related experience in risk operations, quality management, process improvement, or regulatory compliance with a Bachelor's degree; OR 3 years with a Master's degree; or equivalent work experience
2. 2+ years of direct supervisory experience managing professional individual contributors, with proven ability to develop and mentor team members
3. Demonstrated track record of leading complex, strategic initiatives in financial services or regulated industries
4. Experience presenting to and influencing senior leadership and executive teams, with ability to gain cooperation across all organizational levels

Technical Expertise & Analytical Skills

1. Expert-level proficiency in statistical analysis, sampling methodologies, and quality control frameworks
2. Advanced ability to design complex data analysis workflows and queries
3. Strong analytical and problem-solving skills with successful track record of implementing scalable solutions that resolve diverse, complex challenges
4. Proficiency in Google Workspace (Sheets, Forms, Docs), JIRA, Slack, and other collaborative technology platforms
5. Experience with advanced analytics tools and dashboard creation for executive reporting

Regulatory & Compliance Knowledge

1. Deep knowledge of regulatory requirements in financial services, particularly CFPB regulations and consumer protection standards
2. Knowledge of auditing practices and demonstrated proficiency with fundamental quality assurance/quality control principles
3. Understanding of Reg-E requirements and other applicable financial services regulations

Communication & Interpersonal Skills

1. Excellent communication skills (written, verbal, presentation, and interpersonal) with ability to build partnerships and establish rapport and credibility at all organizational levels
2. Proven ability to conduct presentations of technical and strategic information to diverse audiences
3. Strong interpersonal skills with demonstrated ability to network effectively with senior personnel and gain cooperation across cross-functional teams
4. Self-motivated and self-directed with ability to work collaboratively in team-oriented environments

Strategic & Business Acumen

1. Proven analytical skills and strategic thinking capabilities with ability to translate quality findings into business recommendations
2. Demonstrated ability to balance competing priorities and manage multiple complex projects simultaneously
3. Understanding of business impact and ability to exercise sound judgment in decision-making within established procedures

Preferred Qualifications

Advanced Education & Certifications

1. Professional certifications in quality control, risk management, Six Sigma Black Belt, or regulatory compliance

Industry & Specialized Experience

1. Experience in fintech or digital payments industry with deep understanding of customer support operations
2. Background in process reengineering and operational transformation initiatives within financial services
3. Experience with regulatory technology and automated quality control systems
4. Knowledge of consumer financial protection regulations beyond basic requirements

Advanced Technical Skills

1. Background in data visualization and executive dashboard development
2. Familiarity with process automation and workflow optimization tools

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:

$122,900—$184,300 USD

Zone B:

$114,200—$171,400 USD

Zone C:

$108,200—$162,200 USD

Zone D:

$98,300—$147,500 USD

Skills

• Analytical Thinking
• Client Servicing
• Communications Skills
• Leadership