Quality Management Excellence Coordinator

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.

The Block Customer Operations Quality Management (QM) program plays a key role in bringing that mission to life for our customers. The Quality Management team's role is to monitor customer interactions from our voice, messaging, email, and social channels and measure adherence to business-level processes, regulatory requirements, and customer experience expectations, to ensure our business interactions are compliant and deliver an exceptional customer experience.

We're seeking an experienced QM Excellence Coordinator to join our team. The ideal candidate will have a strong background in quality management, customer operations strategy, and performance analytics. In this role, you will be responsible for developing and implementing comprehensive quality management strategies across Customer Operations, driving CSAT capabilities, and ensuring standardization of quality processes. You will work cross-functionally and aid in identifying goals and opportunities within the Quality Management organization. You will support, develop and document strategies for achieving these goals, support the execution of these initiatives and drive alignment and focus to improve the customer experience and maintain quality-focused outcomes. This position requires analytical expertise, and the ability to collaborate effectively with stakeholders across the organization to enhance customer experience through data-driven quality initiatives.

• Manage and refine QM strategy across Customer Operations to align with business objectives and customer experience goals
• Partner with teams within Quality Management and Governance umbrella to ensure business continuity and strategic alignment
• Understand the business and organizational strategy and roadmap for the abstraction you support
• Successfully exert subject matter expertise and the ability to drive focus and strategic alignment
• Drive CSAT capabilities and standardization across Customer Operations teams, ensuring consistent quality measurement and improvement processes
• Support programmatic initiatives within the AI space
• Provide periodic strategy progress updates to key stakeholders, presenting insights, metrics, and recommendations for continuous improvement
• Work closely with various stakeholders and leaders to help identify opportunities, inefficiencies and solve strategic problems across quality management
• Oversee QM headcount and capacity planning, ensuring optimal resource allocation and operational efficiency
• Define and manage saturation and sampling approaches for quality assessments, establishing methodologies that provide accurate and actionable insights
• Collaborate cross-functionally with operations leaders, analytics teams, and other stakeholders to identify quality improvement opportunities
• Develop and maintain quality frameworks, processes, and documentation to support scalable operations
• Analyze quality trends and performance metrics to inform strategic decisions and drive operational excellence