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 Role
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.
You Will

• 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

You Have

• 3+ years of proven collaboration and teamwork skills in a professional environment
• 3+ years of experience in quality management, customer operations, or related strategic roles with demonstrated success in process improvement and standardization
• 3+ years of experience demonstrating strong executive presence, communication, and stakeholder management skills
• Demonstrated expertise in CSAT measurement, quality assurance methodologies, AI, and sampling strategies
• Demonstrated strategic planning skills with experience in data-driven decision making
• Experience with capacity planning, resource management, and operational forecasting
• And drive initiatives from conception to execution
• Exceptional capability managing multiple ongoing projects and programs
• Proficiency working in a collaborative, team-oriented environment while also contributing individually

#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.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$117,300 - $175,900 USD
Zone B:
$109,000 - $163,600 USD
Zone C:
$103,100 - $154,700 USD
Zone D:
$93,800 - $140,800 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 [email protected] 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.