Quality Control Analyst, Customer Support

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 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.

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

• 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

• 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

• 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

#customerops

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.