Quality Management QA Analyst - Global Messaging

Cash App Customer Operations Quality Assurance Management aims to improve the quality of customer and internal BPO interactions and to increase first contact resolution through customer satisfaction.

The Global QM team members evaluate customer interactions with our frontline BPO agents in the Global Messaging queues to determine quality based on defined performance goals. Typical work involves evaluating interactions, attending calibration sessions to review cases as a team and ensure consistent scoring across QM, and providing support to Operational Leads in improving QM team scores. Feedback from reviews will be provided to Operational Leads to assist with development.

Quality Assurance is focused on feedback and development. QA’s work helps identify best practices, skill/knowledge gaps, and ways to enhance efficiency on the team. Collaboration between L&D, CCO Success, Knowledge & Readiness, Operational Leads, and QM assists L&D in developing additional training as well as filling knowledge and soft skills gaps.

Customer Success QM continues to evolve and increase our impact as we expand to support all segments of CCO.

Responsibilities:

• Conduct Quality evaluations for customer support interactions with a specific focus on Global Messaging customer inquiries
• Deliver concise, comprehensive, and constructive feedback following a structured format to enable continuous improvement for agents
• Host shadow sessions to educate agents on evaluation processes through live demonstrations
• Conduct one-on-one consulting sessions with agents, focusing on enhancing their individual performance
• Participate in calibration sessions, sharing your evaluation decisions and reasoning with the team to ensure consistency
• Facilitate calibration sessions with Operational Leadership
• Monitor and report on compliance and policy adherence within the Global Messaging Management program
• Collaborate effectively with teammates to achieve shared goals
• Assist in establishing, enhancing, and maintaining Quality Management programs tailored to Global Messaging Management channels as required

Requirements

• 3+ years experience in a quality management/assurance role
• Familiarity with project management tools (Notion, Asana, Confluence)
• Strong individual and group project management skills
• Investigative skills and familiarity with navigating standard operating procedures and database tools
• Exceptional communication skills, both written and verbal, to excel in interpersonal interactions, feedback delivery, and assessing agent performance and trends
• Strong analytical and problem-solving skills, with a successful track record of implementing processes that scale
• Self-motivated/directed
• Experienced working with technical and non-technical team members.
• Strong problem-solving aptitude, enabling you to systematically approach common and uncommon issues using established Quality practices to deliver effective solutions
• Strong attention to detail, enabling you to meticulously follow workflows and pinpoint disparities between documented guidance and agent behavior during interactions
• Results-driven mindset with the ability to work efficiently and accurately within tight deadlines
• Adaptability to meet the evolving needs of the team and business partners
• Innovative thinking that encourages pioneering approaches and impactful contributions that advance the program and support individual, team, and channel growth
• Demonstrated accountability for your work and an unwavering commitment to maintaining exceptional standards of accuracy and performance

Even Better:

• 1+ years of experience working in a Messaging queue role
• 1+ years experience in a Global channel
• COPC and/or CAMS certification
• Experience with utilizing and/or writing SQL Queries and Snowflake
• Experience developing and managing formula-driven Excel/Google Sheets