Block
Quality Control Analyst, Customer Support
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Quality Assurance
Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
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.
The Role We are seeking a detail-oriented Customer Support Quality Control Analyst to join our Quality Management team. This role is critical in ensuring our Customer Support operations maintain the highest standards of quality, regulatory compliance, and operational excellence. The successful candidate will conduct systematic quality control reviews of Customer Support processes, create comprehensive assessment frameworks, and partner with operations leaders to drive continuous improvement. This position requires strong analytical capabilities, regulatory knowledge, and the ability to translate complex findings into actionable recommendations for stakeholders across the organization. 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 Quality Control Reviews & Analysis
Conduct comprehensive, risk-based quality control reviews of Customer Support processes using established Tickmark Legends and Workbooks
Perform statistical sampling analysis to ensure reviews meet confidence intervals for statistically defensible samples and assessment
Review samples per assessment, analyzing adherence to internal procedures and regulatory requirements
Utilize Snowflake data repository to retrieve and analyze operational data for quality assessments
Regulatory & Compliance Management
Ensure Customer Support operations comply with regulatory standards including CFPB guidelines and Reg-E requirements
Liaise with regulatory and compliance teams to stay current on evolving requirements
Validate process adherence to external regulations and internal policy documentation
Support internal and external audits related to Customer Operations
Documentation & Framework Development
Create and maintain Tickmark Legends that serve as review frameworks for operational processes
Develop standardized Workbooks for systematic quality assessments
Build stakeholder questionnaires and intake processes for quality control requests
Maintain comprehensive documentation of quality control procedures and findings
Reporting & Stakeholder Management
Compile detailed Report Summaries with accuracy metrics, defect analysis, and actionable recommendations
Present findings to senior leadership and cross-functional teams through written reports and verbal presentations
Collaborate with Operations Support Analysts, Group Leads, and business owners to implement improvements
Manage stakeholder alignment meetings to discuss gaps and recommendations
Track implementation of quality control recommendations through completion
Process Improvement & Program Management
Proactively identify operational, tooling, agent, and work instruction deficiencies
Analyze trends and patterns to recommend scalable process improvements
Contribute to the enhancement and maintenance of the Quality Management Program
Support the QC roadmap planning process in partnership with Risk Operations leadership
Maintain target accuracy rates of 90% across all quality control assessments
You Have
3+ years of experience in quality management, quality control, process improvement, or regulatory compliance
Strong analytical and problem-solving skills with proven ability to drive scalable solutions
Experience conducting systematic reviews and audits with statistical sampling methodologies
Knowledge of regulatory requirements in financial services, particularly consumer protection regulations
Excellent written and verbal communication skills with ability to present complex findings to diverse audiences
Demonstrated experience working with cross-functional teams and managing stakeholder relationships
Strong attention to detail and commitment to accuracy in ambiguous or complex situations
Self-directed and highly motivated approach with ability to thrive in collaborative environments
Innovative thinking that contributes new ideas supporting team and business growth
Ability to navigate complex regulatory requirements and translate them into operational guidance
Strong organizational skills to manage multiple quality control reviews simultaneously
Commitment to continuous learning and staying current with industry trends and regulatory changes
Preferred Qualifications
Experience in financial services Customer Support or Risk Operations
Knowledge of Consumer Financial Protection Bureau (CFPB) regulations and guidance
Certification in quality control, risk management, Six Sigma, or related discipline
Background in process documentation and standard operating procedure development
Technologies We Use and Teach
Proficiency in Google Workspace (Sheets, Forms, Docs) for data analysis and documentation
Experience with statistical sampling and sample size calculation tools
Familiarity with JIRA
Advanced Excel/Google Sheets
skills including complex formulas and data analysis functions
Pay Zones
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 privacy@block.xyz 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.
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.
Privacy Policy
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Mid-Senior level
Employment type
Full-time
Job function
Quality Assurance
Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
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.
The Role We are seeking a detail-oriented Customer Support Quality Control Analyst to join our Quality Management team. This role is critical in ensuring our Customer Support operations maintain the highest standards of quality, regulatory compliance, and operational excellence. The successful candidate will conduct systematic quality control reviews of Customer Support processes, create comprehensive assessment frameworks, and partner with operations leaders to drive continuous improvement. This position requires strong analytical capabilities, regulatory knowledge, and the ability to translate complex findings into actionable recommendations for stakeholders across the organization. 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 Quality Control Reviews & Analysis
Conduct comprehensive, risk-based quality control reviews of Customer Support processes using established Tickmark Legends and Workbooks
Perform statistical sampling analysis to ensure reviews meet confidence intervals for statistically defensible samples and assessment
Review samples per assessment, analyzing adherence to internal procedures and regulatory requirements
Utilize Snowflake data repository to retrieve and analyze operational data for quality assessments
Regulatory & Compliance Management
Ensure Customer Support operations comply with regulatory standards including CFPB guidelines and Reg-E requirements
Liaise with regulatory and compliance teams to stay current on evolving requirements
Validate process adherence to external regulations and internal policy documentation
Support internal and external audits related to Customer Operations
Documentation & Framework Development
Create and maintain Tickmark Legends that serve as review frameworks for operational processes
Develop standardized Workbooks for systematic quality assessments
Build stakeholder questionnaires and intake processes for quality control requests
Maintain comprehensive documentation of quality control procedures and findings
Reporting & Stakeholder Management
Compile detailed Report Summaries with accuracy metrics, defect analysis, and actionable recommendations
Present findings to senior leadership and cross-functional teams through written reports and verbal presentations
Collaborate with Operations Support Analysts, Group Leads, and business owners to implement improvements
Manage stakeholder alignment meetings to discuss gaps and recommendations
Track implementation of quality control recommendations through completion
Process Improvement & Program Management
Proactively identify operational, tooling, agent, and work instruction deficiencies
Analyze trends and patterns to recommend scalable process improvements
Contribute to the enhancement and maintenance of the Quality Management Program
Support the QC roadmap planning process in partnership with Risk Operations leadership
Maintain target accuracy rates of 90% across all quality control assessments
You Have
3+ years of experience in quality management, quality control, process improvement, or regulatory compliance
Strong analytical and problem-solving skills with proven ability to drive scalable solutions
Experience conducting systematic reviews and audits with statistical sampling methodologies
Knowledge of regulatory requirements in financial services, particularly consumer protection regulations
Excellent written and verbal communication skills with ability to present complex findings to diverse audiences
Demonstrated experience working with cross-functional teams and managing stakeholder relationships
Strong attention to detail and commitment to accuracy in ambiguous or complex situations
Self-directed and highly motivated approach with ability to thrive in collaborative environments
Innovative thinking that contributes new ideas supporting team and business growth
Ability to navigate complex regulatory requirements and translate them into operational guidance
Strong organizational skills to manage multiple quality control reviews simultaneously
Commitment to continuous learning and staying current with industry trends and regulatory changes
Preferred Qualifications
Experience in financial services Customer Support or Risk Operations
Knowledge of Consumer Financial Protection Bureau (CFPB) regulations and guidance
Certification in quality control, risk management, Six Sigma, or related discipline
Background in process documentation and standard operating procedure development
Technologies We Use and Teach
Proficiency in Google Workspace (Sheets, Forms, Docs) for data analysis and documentation
Experience with statistical sampling and sample size calculation tools
Familiarity with JIRA
Advanced Excel/Google Sheets
skills including complex formulas and data analysis functions
Pay Zones
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 privacy@block.xyz 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.
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.
Privacy Policy
#J-18808-Ljbffr