Senior Quality Assurance Leader (Customer Service)

Website Afterpay

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About the job
Company Description

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, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

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.

Check out our locations, benefits, and more at!

Job Description

The Senior QA Leader is a leader of leads. The Leader is responsible for leading a team of tenured and experienced Quality Assurance Team Leads who ensure that QA in delivering quality assurance programs to various customer support, collections, and shared services teams auditors and specialists.

The role has global responsibility for the QA program across Afterpay, Clearpay and covers operations worldwide including ANZ, UK, NA and EU.

The QA Leader is responsible for the implementation of the QA strategy for both the production and programs functions within QA. This is achieved through the development of strong cross functional relationships across the Cash Customer Operations (CCO) organization, interpreting data and insights and translating them into actionable plans to drive impact within the business, and offering the CCO business the data-driven recommendations necessary to ensure the highest quality work in the areas of process, compliance and behavioral insights.

The Snr QA Leader is a seasoned people leader, responsible for the development of individual team leads and driving the success of the team through the successful development of the team leads.

Core Responsibilities
Drives results through the development of clear expectations and KPIs for the work and the team lead role.
Establishes processes to help their team create innovative solutions or inform principled risk taking
Leads their direct reports to design solutions for the most challenging undertakings within QA, LPO and within the CCO organization
Collaborates/consults with cross-functional team members and leaders across the company on best practices, process improvements, feedback on roadmap direction, etc
Serve as a QA subject matter expert (SME) and drive the development of expectations and processes for CCO Leadership.
Lead end-to-end project plans and ensure delivery of strategic initiatives
Scale the Quality Assurance team by capitalizing on opportunities for increased efficiency, driving productivity plans, and maintaining an appropriate headcount as CCO scales.
Utilize and closely manage the data and insights produced by QA processes and tools to inform recommendations to the business, operational adjustments and the development of solutions to core QA-related business issues

Deep QA experience and knowledge with proven ability to build and implement industry best practices
3 + years of Quality Assurance experience with 4+ years of direct people management experience required
Contact Center Quality Assurance experience is required
Multi-channel leadership experience
Experience building and scaling operations, preferably with global teams
Proven ability to effectively influence outcomes to the organization’s benefit
Proven ability to take innovative, strategic approaches to solving underlying issues
Experience working across multiple time zones

Additional Information

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

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.


We want you to be well and thrive. Our global benefits package includes:
Healthcare coverage
Retirement Plans
Employee Stock Purchase Program
Wellness perks
Paid parental leave
Paid time off
Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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