Vacancy expired!
Job Description
The Customer Success Quality Assurance (CSQA) team aims to improve the seller experience, increase advocate performance, and provide insights into CS wide trends to the Customer Success Core Leadership team through review and audit processes. As a Quality Strategist, you will work closely with the CS Quality Assurance Leadership team and the CS Analytics team to produce, manage, and deliver on all reporting needs from QA. You will be a directly responsible individual for Business Operations & Strategy and Quality Assurance initiatives, requiring effective communication, project management, and decision making skills. Your work will provide stakeholders and CS Leads with the insights and guidance needed to drive a great seller experience.
ResponsibilitiesCreate, own, and manage Looker Dashboards used by the CSQA team.
Collaborate with the CS Analytics team to ensure the Analytics team is aware of impacts to data pipelines and Looker Dashboards
Create, manage, and update QA Evaluation Rubrics as needed
Manage Evaluation Queues in Gridspace to ensure that all CS Advocates are being reviewed at the expected rate each month
Project manage initiative and projects for the Customer Success Business Operations & Strategy and Quality Assurance teams.
Create and own reporting on QA data and insights, such as our monthly Business Review or Targeted Review summaries.
Partner with teams such as Square Financial Services and Square Advanced Support to ensure that all compliance required needs are met and reports are available as needed
Qualifications
Strong written and verbal communication skills
Demonstrated experience in producing review docs and reports
Experience with Looker and Snowflake
Project management experience
2+ years of experience in customer service Quality Assurance
Effective collaboration skills
Additional Information
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.
PerksWe want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
Vacancy expired!