Quality Management Specialist in Investing
2 weeks ago
Company Overview:
Cash App is a transformative financial platform that began its journey in 2013. Initially designed to simplify peer-to-peer transactions, it has evolved into a comprehensive ecosystem, offering innovative financial solutions such as Afterpay/Clearpay. Our mission is to reshape the global financial landscape, making it more accessible and relatable for our 47 million active users.
Position Summary:
As an Investment Quality Assurance Specialist, you will be integral in assessing customer interactions within the Investing sector to ensure adherence to established performance benchmarks and compliance with regulatory standards. Your key responsibilities will include:
- Quality Evaluations: Conduct in-depth assessments of customer support interactions to verify compliance with Investing regulations and internal quality benchmarks.
- Feedback Mechanism: Deliver clear, constructive feedback to Brokerage Service Specialists, utilizing data insights to highlight trends and areas for enhancement.
- Calibration Engagement: Actively participate in calibration sessions to maintain consistency in evaluation criteria and scoring methodologies.
- Compliance Oversight: Monitor and report on adherence to Block and FINRA regulations, implementing regular audits to ensure high compliance standards.
- Quality Assurance Framework: Maintain and update a comprehensive Quality Assurance Rubric focused on customer service excellence and regulatory compliance.
- Collaborative Efforts: Work alongside cross-functional teams and leadership to align quality management strategies with organizational goals.
Qualifications:
To be successful in this role, candidates should possess:
- Series 7 and Series 63 or equivalent FINRA registrations.
- A minimum of 2 years of experience in quality management or leading customer support teams.
- Strong organizational skills to manage multiple priorities effectively.
- Experience in developing impactful quality improvement initiatives.
- Proficiency in standard operating procedures and data analysis tools.
- Exceptional communication skills for effective feedback delivery.
- Analytical capabilities with a proven track record of process improvement.
- Ability to work independently and take initiative in driving quality enhancements.
- Attention to detail for compliance and workflow accuracy.
Preferred Qualifications:
Additional qualifications that would be advantageous include:
- Series 24 FINRA registration.
- Experience in an investing quality assurance role with knowledge of industry standards.
- COPC and/or CAMS certification.
- Proficiency in Excel/Google Sheets for data analysis and reporting.
Additional Information:
Cash App is committed to fostering an inclusive workplace and values diversity in its workforce. We are an equal opportunity employer and strive to provide reasonable accommodations throughout the recruitment process.
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