Customer Success Quality Assurance Auditor, Cash App

  • Portland, OR, USA
  • Full-time
  • Alternate Location: St. Louis, United States

Company Description

Cash App is the fastest growing financial brand in the world. 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 app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

Job Description

Cash App Customer Operations Quality Assurance aims to improve the quality of customer interactions and increase first contact resolution through customer satisfaction. Customer Operations QA is continuing to evolve and increase our impact as we expand to support all segments of CCO (Customer Success, Risk Ops, Resolution Desk, etc.).

QA team members evaluate employee interactions through various channels and various operations, determining quality based on defined performance goals. A typical day for a QA Auditor involves evaluating published QA Specialist evaluations,  partnering with QA leads to discuss team trends for coaching and development,  projects as assigned, and onboarding new auditors..

 Quality Assurance is focused on feedback, development, and training. QA’s work helps identify best practices, skill/knowledge gaps, and ways to enhance efficiency on the team. A tight feedback loop between L&D, Knowledge Operations,  Resolution Desk, and QA assists L&D in developing additional trainings as well as filling knowledge and soft skills gaps.

Responsibilities:

  • Audit published evaluations to ensure  teams are aligned to score fair and square consistently

  • Resource/ role model for QA Specialist

  • Lead onboarding

  • Meet with QA Leads to discuss QA specialist trends and gaps

  • Projects as assigned

  • Participate in and facilitate calibrations 

  • Support evaluation production as needed to review and grade the quality of customer interactions using our criteria rubric 

Qualifications

  • A passion for helping develop a team that delivers quality interactions for our customers

  •  1 year in a quality assurance role

  • Exceptional written and verbal communication and interpersonal skills focused on delivering feedback in a constructive and welcoming manner to Advocates

  • Expert on CS systems, processes and policies

  • Skilled at troubleshooting – can get to the root of a problem

  • Detail-oriented, with a strong desire and ability to identify Customer Success soft skill and product knowledge gaps.

  • G Suite skills a plus

  • Flexibility to accommodate evolving business needs

  • Teamwork and collaboration to work effectively with the all business partners across CCO (L&D team, Leads and other Ops team members)

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding local guidelines.