Quality Management Auditor (ATA) , Cash App

It all started with an idea at Block in 2013. 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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

The Square Customer Operations Quality Management team is dedicated to improving the quality of customer interactions and ensuring compliance with internal policies and regulatory standards. As part of the Audit the Auditor (ATA) program, we focus on measuring and validating the effectiveness of quality evaluations across CCO—including Customer Success, Risk Operations, Resolution Desk, and other operational segment.

Quality Management Auditors report to the Head of Quality Assurance and conduct second-level reviews of Quality Specialists' evaluations, ensuring that quality standards are applied fairly, and following our business and regulatory requirements. This role is central to providing applicable insights that drive coaching, training, and process improvements across CCO.

ATA Auditors partner closely with ATA Leads, Quality Specialists, and other business until partners (L&D, Knowledge Operations, Risk, and CS leadership) to surface trends, support calibration, and help strengthen our feedback and development culture.

You Will

• Audit Quality Evaluations: Review and validate published Quality Specialist evaluations to ensure consistency, accuracy, and adherence to internal standards and regulatory requirements.
• Calibration & Alignment: Participate in calibration sessions, ensuring that Partner evaluators and Internal QM auditors are scoring fairly and consistently against established rubrics.
• Collaboration & Insights: Partner with ATA Leads to surface trends, identify gaps, and provide applicable insights to operations leaders.
• Coaching & Development: Act as a resource and role model for Quality Specialists, offering guidance on quality standards, processes, and evaluation approaches.
• Onboarding & Training: Support onboarding of new ATA Auditors, contributing to building consistency and expertise across the team.
• Projects & Initiatives: Participate in cross-functional projects aimed at optimizing regulatory programs, scaling and building QM processes, and improving customer and advocate experience.
• Data-Driven Reporting: Gather and summarize data on audit trends, contributing insights that inform business leaders and help guide training and knowledge development initiatives.

You Have

• A passion for improving the customer experience through quality, fairness, and consistency.
• Minimum 1 year of experience in a quality assurance or quality management role.
• Experience with delivering feedback in a constructive and professional manner.
• Experience with identifying root causes and recommending solutions.
• Proficient in identifying knowledge, skill, and process gaps..
• Experience working across multiple teams (L&D, Risk, CS, Resolution Desk, Knowledge Operations, etc.)

#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 “